CN103685777A - Method and system for transfer service among multiple call centers - Google Patents
Method and system for transfer service among multiple call centers Download PDFInfo
- Publication number
- CN103685777A CN103685777A CN201210359802.2A CN201210359802A CN103685777A CN 103685777 A CN103685777 A CN 103685777A CN 201210359802 A CN201210359802 A CN 201210359802A CN 103685777 A CN103685777 A CN 103685777A
- Authority
- CN
- China
- Prior art keywords
- call center
- call
- voice document
- voice
- user
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
Abstract
This invention discloses a method and a system for transfer services among multiple call centers. The method comprises: a first call center answers voice calls from users for service applications, records the voice calls as voice files and transfers the voice calls to a second call center; and the second call center obtains user identities of users from transferred voice calls, voice files and /textfiles obtained through identifying the voice files, and reads service application information from the voice files/or textfiles in order to process the service application information of the users of the user identities. The scheme provided by the invention realizes transmission and communication of service information among multiple call centers and avoids the requirement for repeating description of service application during the call transferred among various call centers, so that the user perception and experience is improved and the efficiency of the call center is improved as well.
Description
Technical field
The present invention relates to the communications field, the method and system of particularly a kind of many call centers transfer service.
Background technology
Along with the development of the communication technology, increasing large enterprise provides service by setting up call center system for client.Inside in large enterprise, sets up respectively the call center of oneself, conventionally so that different customer services to be provided according to the division of labor separately.The call center system that operator sets up of take is example, conventionally, the business service classification that operator provides is careful, therefore operator's Internal call centric quantity is more, separate between different call centers, although call out, can transfer by large net, call center is relatively independent, and Customer Service Information can not transmit and intercommunication.
For example, the Customer Service Department of certain operator and obstacle Shen Gao department have respectively different call centers, and Customer Service Department call center is that No. 20000 systems and obstacle Shen Gao call center are 111 systems.Yet, the business that needs under many circumstances two department's associated treatment user malfunction Shens to accuse.When user carries out fault Shen announcement, 20000 operators to customer service system be need to first dial and failure condition and demand described, explain, afterwards, for realizing the operator of cross-system services client service system, be forwarded to obstacle Shen and accuse 111 systems, now, user need to obstacle Shen, 111 systems of accusing be repeated in this description, explain failure condition and the demand just now described again.
In these cases, user, when accepting the service of different call centers, need to be repeated in this description and explain failure condition and demand, causes user awareness to decline, poor user experience, and also cause call center's Efficiency Decreasing.In addition, also increase call center contact staff's live load, caused the increase of operation cost of enterprises.
Summary of the invention
According to the embodiment of the present invention aspect, a technical problem to be solved is: the method and system of a kind of many call centers transfer service is provided, needs when avoiding different call centers call diversion user to be repeated in this description business Shen and accuse information.
The method of a kind of many call centers transfer service that the embodiment of the present invention provides, comprising:
First call center's listening user carries out the audio call that business is declared, and comprises business and declare information in audio call;
Described the first call center is recorded as voice document by described audio call;
Described the first call center is transferred to the second call center by described audio call;
Described the second call center obtains described user's user ID from the audio call of switching;
The text that described the second call center obtains described voice document and/or described voice document identification is obtained, from described voice document and/or text, read described business and declare information, to declare information for the user of described user ID processes described business.
The system of a kind of many call centers transfer service that the embodiment of the present invention provides, comprising:
The first call center, carries out for listening user the audio call that business is declared, and comprises business and declare information in audio call; Described audio call is recorded as to voice document; Described audio call is transferred to the second call center;
The second call center, obtains described user's user ID for the audio call from switching; The text that obtains described voice document and/or described voice document identification is obtained reads described business and declares information, to declare information for the user of described user ID processes described business from described voice document and/or text.
The method and system of the many call centers transfer service providing based on the above embodiment of the present invention, the business of first call center's listening user is declared after audio call, the voice messaging of audio call is recorded as to voice document, afterwards, the first call center is transferred to the second call center by audio call.The second call center obtains user ID from the audio call of switching, and voice document and/or text that voice document identification is obtained, and therefrom extraction business is declared information, to declare information for the user of user ID processes described business.Thus, in the situation that not changing original call center framework, realize the transmission intercommunication of business information between Liao Duo call center, while having avoided different call centers call diversion, need user to be repeated in this description business Shen and accuse information, thereby, improve user awareness and user and experienced, also improved the efficiency of call center.
By the detailed description to exemplary embodiment of the present invention referring to accompanying drawing, it is clear that further feature of the present invention and advantage thereof will become.
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.
, it should be understood that for convenience of description, the size of the various piece shown in accompanying drawing is not to draw according to actual proportionate relationship meanwhile.In similar label and letter accompanying drawing below, represent similar terms, therefore, once be defined in an a certain Xiang Yi accompanying drawing, in accompanying drawing subsequently, do not need it to be further discussed.
The accompanying drawing that forms a part for specification has been described embodiments of the invention, and together with the description for explaining principle of the present invention.
With reference to accompanying drawing, according to detailed description below, can more be expressly understood the present invention, wherein:
Fig. 1 illustrates the hierarchical structure schematic diagram of the NGCC of a kind of embodiment of application the inventive method;
Fig. 2 illustrates the network architecture and the interface definition schematic diagram of the NGCC of a kind of embodiment of application the inventive method;
Fig. 3 illustrates the logic function schematic diagram of IVR/MS in the NGCC that applies a kind of embodiment of the inventive method;
Fig. 4 illustrates D interface protocol layer schematic diagram in the NGCC that applies a kind of embodiment of the inventive method;
Fig. 5 illustrates the schematic flow sheet of a kind of embodiment of many call centers transfer service method provided by the present invention;
Fig. 6 illustrates the schematic flow sheet of the another kind of embodiment of many call centers provided by the present invention transfer service method;
Fig. 7 illustrates the structural representation of a kind of embodiment of many call centers transfer service system provided by the present invention.
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.It should be noted that: unless illustrate in addition, the parts of setting forth in these embodiments and the positioned opposite of step do not limit the scope of the invention.
To the description only actually of at least one exemplary embodiment, be illustrative below, never as any restriction to the present invention and application or use.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.
For the known technology of person of ordinary skill in the relevant, method and apparatus, may not discuss in detail, but in suitable situation, described technology, method and apparatus should be regarded as authorizing a part for specification.
In all examples with discussing shown here, it is exemplary that any occurrence should be construed as merely, rather than as restriction.Therefore, other example of exemplary embodiment can have different values.
In the method and system embodiment of many call centers of the present invention transfer service, the first call center, the second call center can be Next Generation Call Center (Next Generation Call Center, NGCC), any one in IP client service center (IP Call Center, IPCC) or cloud of future generation call center; It is more specifically the network entity in the first call center, second call center's business support layer.Network entity in business support layer, can be interactive voice answering (Interactive Voice Response, IVR) or seat (Agent), or the network entity in other business support layers.
Fig. 1 illustrates the hierarchical structure schematic diagram of the NGCC of a kind of embodiment of application the inventive method.The hierarchical structure of NGCC is as shown in dotted portion in Fig. 1, NGCC adopts layer architecture model, service access, business support (control) and service application are carried out to separation, realize internal system loose coupling, with flexible, quick response service, change the demand to system.Whole system hierarchical structure is divided into Access Layer, business support layer, service application layer and other auxiliary layers, and the bearing relation by each hierarchical system intermodule, realizes systemic-function.In the architecture of stratification, between each layer, all adopt agreement or application programming interface (Application Programming Interface, API) encapsulation mode as interface, make each layer relatively independent.
Fig. 2 illustrates the network architecture and the interface definition schematic diagram of the NGCC of a kind of embodiment of application the inventive method.
Shown in Figure 2, software queue machine (Soft Auto Call Distribute, the softACD) Access Layer of equipment in whole NGCC system, voice, video, the facsimile call of for fixed network and mobile network, initiating provide access control and media resource function.SoftACD has shielded the complexity of bottom-layer network, calling from fixed network and mobile network is abstracted into unified call model, and by unified interface, call event is submitted to computer telephone integration (Computer Telephony Integration, CTI), realize the unified access that multiple network is called out.
CTI is in core status in NGCC framework, and the access request of being responsible for sending in modes such as voice, Email Email, fax FAX, note, Web is carried out unified queuing and route, and the resources such as seat and IVR/MS are carried out to centralized dispatching and management.CTI provides call queuing and route, calls out the functions such as control, resource management.
Fig. 3 illustrates IVR integrating media server (Media Server, MS) logic function schematic diagram (IVR/MS) in the NGCC that applies a kind of embodiment of the inventive method.Shown in Figure 3, the logic function of IVR/MS comprises: VoiceXML(VXML) protocol analysis, media resource comprise passage and file acquisition function, fax (FAX)/civilian language conversion (Text To Speech, TTS)/automatic speech recognition (Automatic Speech Recognize, ASR) integrated functionality, maintenance management function, agreement and interface processing capacity.In IVR/MS and NGCC, in entity and network, other entities can communicate by agreement and interface processing capacity.IVR/MS is the automatic service running environment of NGCC call center system, and NGCC and client's self-assisted voice interactive function is provided, and realizes the flexible redirect of voice menu.IVR/MS can possess automatic speech recognition function.
Agent provides the interface of man-machine interaction for operator, the business support layer in whole NGCC, and the call request of accepted user in a different manner, as: the modes such as phone, note, fax, Email, WEB.
Application server (AS) is arranged in the service application layer of NGCC, and service control function, service data function, application execution environment function etc. are mainly provided.It provides all kinds of service control functions for IVR, Agent.AS provides unified business service interface, has shielded the complexity of different clients, realizes the unified service to multiple client related service.
Multimedia gateway (Multi-Media GW) is positioned at the Access Layer of the NGCC network architecture, for the non real-time callings such as note, multimedia message, EMAIL provide access control and media resource ability.Multimedia gateway has shielded the complexity of bottom-layer network, the non real-time calling from heterogeneous networks is abstracted into unified call model, and by unified interface, call event is submitted to CTI, realizes the unified access that multiple network is called out.
Between nucleus equipment CTI and Agent, interface adopts A interface.A interface provides Call Control Service, quality inspection service and required application programming interfaces and the dependent event interface such as seat and queue service between CTI and Agent.A interface protocol adopts ICP/IP protocol, and Agent is with dynamic link libraries (DLL) or control mode, as ActiveX calls A interface and CTI communicates.
Fig. 4 illustrates the D interface protocol layer schematic diagram of the NGCC of a kind of embodiment of application the inventive method.Shown in Figure 4, between IVR/MS and AS, interface adopts D interface, and D interface protocol layer comprises HTTP layer, tcp/ip layer, link layer.On HTTP layer, can carry VoiceXML service profile, script file, voice document.Application interface between IVR/MS and application server AS adopts VoiceXML standard, be carried on HTTP layer, meet the regulation of < < VoiceXML Version 2.0 > > (the W3C Candidate Recommendation 28January 2003) standard of W3C formulation.
Between CTI and IVR/MS, adopt B interface.B interface mainly provides the required application programming interfaces such as calling control between IVR/MS and CTI, call data, and interface protocol adopts ICP/IP protocol, and IVR/MS communicates with API Calls B interface and the CTI based on DLL.
Between the equipment such as CTI and multimedia GW, interface adopts E interface, and interface protocol adopts ICP/IP protocol, and multimedia gateway communicates with API Calls E interface and CTI.E interface is mainly divided into 3 classes: recording access, dial strategic server (Outbound Server, OBS), multimedia GW outward.
Between SoftACD and CTI, interface protocol adopts CSTA II agreement.
Shown in Figure 5, Fig. 5 shows the schematic flow sheet of a kind of embodiment of method of many call centers provided by the invention transfer service.The method of the many call centers transfer service in this embodiment comprises following operation:
The method of the many call centers transfer service providing based on the above embodiment of the present invention, the first call center is before being transferred to the second call center by audio call, in step 502, the voice messaging of audio call is recorded as to voice document, afterwards, audio call is transferred to the second call center in step 503, thereby make the second call center from the audio call of switching, to obtain user ID, and voice document and/or text that voice document identification is obtained, from voice document and/or text, extraction business is declared information, to declare information for user's processing business of user ID.Thus, in the situation that not changing original call center framework, realize the transmission intercommunication of business information between Liao Duo call center, while having avoided different call centers call diversion, need user to be repeated in this description business Shen and accuse information, thereby, improve user awareness and user and experienced, also improved the efficiency of call center.
It should be noted that, step 501 and step 502 can be carried out simultaneously, and the first call center, when listening user carries out audio call that business declares, is recorded as voice document by audio call.
In addition, before step 503, according to the service regulation of different call centers, the first call center also may carry out other operations, and for example audio call carries out phone brief summary or repetition.
According to the present invention, the embodiment of the method for many call centers transfer service concrete example is and unrestricted, and text can be identified and be obtained by voice document.Specifically can have different implementations, for example, a kind of mode is:
After the first call center is recorded as voice document by audio call, the first call center is sent to voice recognition unit by voice document;
The business comprising in voice recognition unit identification voice document is declared information, and the business identifying is declared to information recording is text, and text is sent to the first call center.
Also can adopt in another way:
The first call center sends to the second call center by voice document, or inform after the deposit position of second call center's voice document, by the second call center, fetch voice document, and be sent to voice recognition unit, to obtain the text that identification obtains to voice document.
Voice recognition unit can adopt the speech recognition technology known to those skilled in the art to realize, and utilizes machine, by identification and understanding process, voice signal is changed into corresponding text or order.Specifically can adopt ASR technology.ASR provides the man-machine interaction mode of " user friendly ", and the phrase that it can call identifying person be said, is converted to by language and characters instruction or the information that automatic system can perform an action.ASR automatic speech recognition function has adopted natural language understanding (NLU) technology, makes caller can use the language of oneself to file a request to system.
In operation 505 embodiment illustrated in fig. 5, the second call center obtains voice document and/or voice document is identified to the text obtaining, and can adopt different embodiments.For example, the first call center is directly sent to the second call center by voice document and/or text, exemplarily, also can adopt as in Fig. 6, shown in by increasing service log database, realize the transmission of voice document and/or text.
Shown in Figure 6, Fig. 6 shows the schematic flow sheet of the another kind of embodiment of method of many call centers provided by the invention transfer service.In Fig. 6 embodiment, the first call center is sent to voice recognition unit by voice document, and after voice recognition unit identification voice document is text, it is example that text is sent to the first call center, and this specific implementation is:
Service log database can be any one in Oracle, SQLserver, Mysql standard database, and the first call center, the second call center communicate by corresponding normal data bank interface and service log database.
Shown in table 1, table 2, in table 1, table 2, exemplarily show the record format that service log database can adopt.
Table 1 service log data-base recording form
| First call center's sign | User ID | Voice document | Text |
Table 2 service log data-base recording form
| First call center's sign | User ID | File format | Voice document address | Text address |
Wherein, in table 2, it is voice document that file format is used to indicate record, or text, or the equal record of two kinds of files.In table 1, voice document, text field can replace by voice document address, text address field in table 2 respectively, are used to indicate the storage address of two kinds of files.
The sign of the first call center can be the callid sequence number of sign the first call center.
According to the present invention, the embodiment of the method for many call centers transfer service concrete example is and unrestricted, and the first call center can be sent to voice recognition unit with the form of compressed file by voice document.Accordingly, voice recognition unit decompression compressed file, the business comprising in the voice document after identification decompresses is declared information.
According to the present invention, the embodiment of the method for many call centers transfer service concrete example is and unrestricted, and the first call center communicates by voice application interface SPI and voice recognition unit.
Voice recognition unit can adopt speech recognition cloud platform to realize.Speech recognition cloud plateform system is deployed in high in the clouds, and the first call center can obtain speech-recognition services by network.The first call center can communicate by open voice development interface (Speech Programming Interface, SPI) and speech recognition cloud platform.
The interactive communication of the first call center and speech recognition cloud platform can adopt voice development interface, for example, application developer is used identification engine and voice dictation engine to carry out the QISR interface of voice application application, utilize this interface to accept the voice of user's input, voice identification result is returned to application program.Therefore can be by the first call center using voice document as the voice of inputting, by QISR interface returned text file to the first call center.
Shown in Figure 7, this illustrates the structural representation of a kind of embodiment of many call centers transfer service system provided by the present invention.The system of this many call centers of embodiment transfer service comprises: the first call center 701, the first call center 702.
The first call center 701, carries out for listening user the audio call that business is declared, and comprises business and declare information in audio call; Audio call is recorded as to voice document; Audio call is transferred to the second call center.
The second call center 702, obtains user's user ID for the audio call from switching; Obtain voice document and/or to the text that voice document identification obtains, from voice document and/or text, read business and declare information, to declare information for user's processing business of user ID.
According to the present invention, the embodiment of the method for many call centers transfer service concrete example is and unrestricted, and the first call center 701, also for after audio call is recorded as to voice document, is sent to voice recognition unit by voice document.This embodiment system can also comprise:
Voice recognition unit 703, declares information for identifying the business that voice document comprises, and the business identifying is declared to information recording is text, and text is sent to the first call center.Voice recognition unit 703 can adopt speech recognition cloud platform to realize.
The embodiment of the method for many call centers transfer service concrete example according to the present invention and unrestricted, the first call center 701, also, for before relayed call the second call center, first call center's sign, user ID and voice document, text are write to service log database.This system can also comprise:
Service log database 704, for storing first call center's sign, user ID and voice document, text;
The second call center 702, specifically for obtaining first call center's sign, user ID the audio call from switching; According to first call center's sign, the user ID obtained, inquiry service database of record, acquisition and the first call center identifies, user ID is corresponding voice document and/or text.
Service log database 704 can be any one in Oracle, SQLserver, Mysql standard database, and the first call center, the second call center communicate by corresponding normal data bank interface and service log database.
According to the present invention, the embodiment of the method for many call centers transfer service concrete example is and unrestricted, and the first call center 701, also for being sent to the second call center by voice document and/or text.
The embodiment of the method for many call centers transfer service concrete example according to the present invention and unrestricted, the first call center 701, specifically for being sent to voice recognition unit by voice document with the form of compressed file; Voice recognition unit 703, also for the compressed file that decompresses, the business comprising in the voice document after identification decompresses is declared information.
Voice recognition unit 703 can adopt speech recognition cloud platform to realize.Speech recognition cloud plateform system is deployed in high in the clouds, and the first call center can obtain speech-recognition services by network.The first call center can communicate by open voice development interface SPI and speech recognition cloud platform.
The first call center, the second call center can be any one in Next Generation Call Center NGCC, the IPCC of IP client service center or cloud of future generation call center; Be specially the network entity in the first call center, second call center's business support layer.Network entity in business support layer is specially IVR or Agent.
Said system embodiment provided by the present invention, realize the transmission intercommunication of business information between Liao Duo call center, while having avoided different call centers call diversion, need user to be repeated in this description business Shen and accuse information, thereby improved user awareness and user's experience, also improved the efficiency of call center.
So far, described in detail according to the method and system of a kind of many call centers of the present invention transfer service.For fear of covering design of the present invention, details more known in the field are not described.Those skilled in the art, according to description above, can understand how to implement technical scheme disclosed herein completely.
In this specification, each embodiment all adopts the mode of going forward one by one to describe, and each embodiment stresses is the difference with other embodiment, same or analogous part cross-references between each embodiment.For system embodiment, because it is substantially corresponding with embodiment of the method, so description is fairly simple, relevant part is referring to the part explanation of embodiment of the method.
May realize in many ways method of the present invention, system and equipment.For example, can realize method and system of the present invention by any combination of software, hardware, firmware or software, hardware, firmware.The said sequence that is used for the step of described method is only in order to describe, and the step of method of the present invention is not limited to above specifically described order, unless otherwise specified.In addition, in certain embodiments, can be also the program being recorded in recording medium by the invention process, these programs comprise for realizing the machine readable instructions of the method according to this invention.Thereby the present invention also covers storage for carrying out the recording medium of the program of the method according to this invention.
Although specific embodiments more of the present invention are had been described in detail by example, it should be appreciated by those skilled in the art, above example is only in order to describe, rather than in order to limit the scope of the invention.It should be appreciated by those skilled in the art, can without departing from the scope and spirit of the present invention, above embodiment be modified.Scope of the present invention is limited by claims.
Claims (18)
- The method of 1.Yi Zhongduo call center transfer service, is characterized in that, described method comprises:First call center's listening user carries out the audio call that business is declared, and comprises business and declare information in audio call;Described the first call center is recorded as voice document by described audio call;Described the first call center is transferred to the second call center by described audio call;Described the second call center obtains described user's user ID from the audio call of switching;The text that described the second call center obtains described voice document and/or described voice document identification is obtained, from described voice document and/or text, read described business and declare information, to declare information for the user of described user ID processes described business.
- 2. method according to claim 1, is characterized in that, after described the first call center is recorded as voice document by described audio call, described method also comprises:Described the first call center is sent to voice recognition unit by described voice document;Described voice recognition unit is identified the business comprising in described voice document and is declared information, and the described business identifying is declared to information recording is text, and described text is sent to described the first call center.
- 3. method according to claim 2, is characterized in that, before described the first call center relayed call the second call center, described method also comprises:Described the first call center by the first call center identify, described user ID and described voice document, text write service log database;Described the second call center obtains described voice document and/or text, comprising:Described the second call center obtains described first call center's sign, described user ID from the audio call of described switching;Described service log database, according to described first call center's sign of obtaining, described user ID, is inquired about by described the second call center, acquisition and described the first call center identifies, described user ID is corresponding voice document and/or text.
- 4. method according to claim 1, is characterized in that, described the second call center obtains described voice document and/or text, and described method also comprises:Described the first call center is sent to described the second call center by described voice document and/or text.
- 5. method according to claim 2, is characterized in that, described the first call center is sent to voice recognition unit by described voice document, and described method also comprises:Described the first call center is sent to voice recognition unit by described voice document with the form of compressed file;Described voice recognition unit identify described voice document in the business that comprises declare information, comprising:The described voice recognition unit described compressed file that decompresses, identifies the business comprising in the voice document after described decompression and declares information.
- 6. method according to claim 3, it is characterized in that, described service log database is any one in Oracle, SQLserver, Mysql standard database, and described the first call center, described the second call center communicate by corresponding normal data bank interface and described service log database.
- 7. method according to claim 6, is characterized in that, described the first call center communicates by voice application interface SPI and described voice recognition unit.
- 8. method according to claim 7, is characterized in that, described the first call center, the second call center are any one in Next Generation Call Center NGCC, the IPCC of IP client service center or cloud of future generation call center; Be specially the network entity in described the first call center, described second call center's business support layer.
- 9. method according to claim 8, is characterized in that, the network entity in described business support layer is specially interactive voice answering IVR or seat Agent.
- The system of 10.Yi Zhongduo call center transfer service, is characterized in that, described system comprises:The first call center, carries out for listening user the audio call that business is declared, and comprises business and declare information in audio call; Described audio call is recorded as to voice document; Described audio call is transferred to the second call center;The second call center, obtains described user's user ID for the audio call from switching; The text that obtains described voice document and/or described voice document identification is obtained reads described business and declares information, to declare information for the user of described user ID processes described business from described voice document and/or text.
- 11. systems according to claim 10, is characterized in that, described the first call center also, for after described audio call is recorded as to voice document, is sent to voice recognition unit by described voice document; Described system also comprises:Voice recognition unit, declares information for identifying the business that described voice document comprises, and the described business identifying is declared to information recording is text, and described text is sent to described the first call center.
- 12. systems according to claim 11, it is characterized in that, described the first call center, also for before relayed call the second call center, writes service log database by first call center's sign, described user ID and described voice document, text; Described system also comprises:Service log database, for storing first call center's sign, user ID and voice document, text;Described the second call center, specifically for obtaining described first call center's sign, described user ID the audio call from described switching; According to described first call center's sign of obtaining, described user ID, inquire about described service log database, acquisition and described the first call center identifies, described user ID is corresponding voice document and/or text.
- 13. systems according to claim 11, is characterized in that, described the first call center, also for being sent to described the second call center by described voice document and/or text.
- 14. systems according to claim 13, is characterized in that, described the first call center, specifically for being sent to voice recognition unit by described voice document with the form of compressed file;Described voice recognition unit, also for the described compressed file that decompresses, identifies the business comprising in the voice document after described decompression and declares information.
- 15. systems according to claim 14, it is characterized in that, described service log database is any one in Oracle, SQLserver, Mysql standard database, and described the first call center, described the second call center communicate by corresponding normal data bank interface and described service log database.
- 16. systems according to claim 15, is characterized in that, described the first call center communicates by voice application interface SPI and described voice recognition unit.
- 17. systems according to claim 16, is characterized in that, described the first call center, the second call center are any one in Next Generation Call Center NGCC, the IPCC of IP client service center or cloud of future generation call center; Be specially the network entity in described the first call center, described second call center's business support layer.
- 18. systems according to claim 17, is characterized in that, the network entity in described business support layer is specially interactive voice answering IVR or seat Agent.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210359802.2A CN103685777B (en) | 2012-09-25 | 2012-09-25 | The method and system of many call centers transfer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210359802.2A CN103685777B (en) | 2012-09-25 | 2012-09-25 | The method and system of many call centers transfer service |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN103685777A true CN103685777A (en) | 2014-03-26 |
| CN103685777B CN103685777B (en) | 2017-03-01 |
Family
ID=50322016
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201210359802.2A Active CN103685777B (en) | 2012-09-25 | 2012-09-25 | The method and system of many call centers transfer service |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN103685777B (en) |
Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105208229A (en) * | 2015-09-01 | 2015-12-30 | 方正国际软件有限公司 | Text message processing method and system |
| CN107018243A (en) * | 2016-01-28 | 2017-08-04 | 中国移动通信集团辽宁有限公司 | A kind of call information processing method and device |
| CN107800892A (en) * | 2017-09-20 | 2018-03-13 | 平安科技（深圳）有限公司 | A kind of method and service combination, device, equipment and computer-readable recording medium |
| CN108881651A (en) * | 2018-05-30 | 2018-11-23 | 平安科技（深圳）有限公司 | Data processing method, device and equipment of call platform and storage medium |
| CN109218541A (en) * | 2017-07-07 | 2019-01-15 | 中兴通讯股份有限公司 | Business voice replacement method, device and computer equipment |
| CN109327609A (en) * | 2018-09-13 | 2019-02-12 | 新联协同通信技术(北京)有限公司 | Incoming call Intelligent treatment method and system based on handset call transfer and wechat, public platform or small routine |
| CN110830417A (en) * | 2018-08-08 | 2020-02-21 | 中兴通讯股份有限公司 | Call result acquisition method, system, IVR equipment and computer readable storage medium |
| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| JP2023120127A (en) * | 2022-02-17 | 2023-08-29 | マインドウェアワークス カンパニー リミテッド | System for providing contact center service in integrated way |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2003309659A (en) * | 2002-04-15 | 2003-10-31 | Sharp Corp | Communication system and communication terminal used for the same |
| CN1838781A (en) * | 2005-03-24 | 2006-09-27 | 华为技术有限公司 | Telephone switching network system and its method for realizing traffic switching |
| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
| CN102546989A (en) * | 2010-12-07 | 2012-07-04 | 中国电信股份有限公司 | Method and system for fast switching of complex telephone traffic |
-
2012
- 2012-09-25 CN CN201210359802.2A patent/CN103685777B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2003309659A (en) * | 2002-04-15 | 2003-10-31 | Sharp Corp | Communication system and communication terminal used for the same |
| CN1838781A (en) * | 2005-03-24 | 2006-09-27 | 华为技术有限公司 | Telephone switching network system and its method for realizing traffic switching |
| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
| CN102546989A (en) * | 2010-12-07 | 2012-07-04 | 中国电信股份有限公司 | Method and system for fast switching of complex telephone traffic |
Cited By (13)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105208229A (en) * | 2015-09-01 | 2015-12-30 | 方正国际软件有限公司 | Text message processing method and system |
| CN107018243A (en) * | 2016-01-28 | 2017-08-04 | 中国移动通信集团辽宁有限公司 | A kind of call information processing method and device |
| CN109218541A (en) * | 2017-07-07 | 2019-01-15 | 中兴通讯股份有限公司 | Business voice replacement method, device and computer equipment |
| CN109218541B (en) * | 2017-07-07 | 2022-01-25 | 中兴通讯股份有限公司 | Service voice replacing method and device and computer equipment |
| CN107800892B (en) * | 2017-09-20 | 2019-09-17 | 平安科技（深圳）有限公司 | A kind of method and service combination, device, equipment and computer readable storage medium |
| CN107800892A (en) * | 2017-09-20 | 2018-03-13 | 平安科技（深圳）有限公司 | A kind of method and service combination, device, equipment and computer-readable recording medium |
| CN108881651A (en) * | 2018-05-30 | 2018-11-23 | 平安科技（深圳）有限公司 | Data processing method, device and equipment of call platform and storage medium |
| CN110830417A (en) * | 2018-08-08 | 2020-02-21 | 中兴通讯股份有限公司 | Call result acquisition method, system, IVR equipment and computer readable storage medium |
| CN110830417B (en) * | 2018-08-08 | 2022-03-18 | 中兴通讯股份有限公司 | Call result acquisition method, system, IVR equipment and computer readable storage medium |
| CN109327609A (en) * | 2018-09-13 | 2019-02-12 | 新联协同通信技术(北京)有限公司 | Incoming call Intelligent treatment method and system based on handset call transfer and wechat, public platform or small routine |
| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| JP2023120127A (en) * | 2022-02-17 | 2023-08-29 | マインドウェアワークス カンパニー リミテッド | System for providing contact center service in integrated way |
| JP7393815B2 (en) | 2022-02-17 | 2023-12-07 | マインドウェアワークス カンパニー リミテッド | Contact center service cooperation provision system |
Also Published As
| Publication number | Publication date |
|---|---|
| CN103685777B (en) | 2017-03-01 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN103685777A (en) | Method and system for transfer service among multiple call centers | |
| US11431845B1 (en) | Systems and methods for automated call-handling and processing | |
| US8515028B2 (en) | System and method for externally mapping an Interactive Voice Response menu | |
| US7715547B2 (en) | Voice XML network gateway | |
| US6587558B2 (en) | System and method for virtual interactive response unit | |
| CN101478613B (en) | Multi-language voice recognition method and system based on soft queuing call center | |
| CN101150419A (en) | A new generation call center system and automatic service realization method | |
| US9106724B1 (en) | Communication aggregation | |
| DE112013005923T5 (en) | Contact Center Recording Service | |
| CN105578439A (en) | Incoming call transfer intelligent answering method and system for call transfer platform | |
| US20120212567A1 (en) | Methods and apparatuses for multi-lingual support for hearing impaired communication | |
| KR102119349B1 (en) | Call Center Maintenance System | |
| CN107241519A (en) | A kind of audio call centered video householder method and system | |
| CN112040073B (en) | Intelligent directory assistance server, directory assistance system and directory assistance method | |
| CN104869263B (en) | A kind of outside line based on CTI platforms is attended a banquet control method and system | |
| CN101237493B (en) | Manual call processing method and manual dispatching video call system | |
| CN101478611B (en) | Multi-language voice synthesis method and system based on soft queuing machine call center | |
| US11258904B2 (en) | Communications processing | |
| CN101931715B (en) | Customer service system and cross-platform monitoring method therein | |
| JP2016225740A (en) | Speech communication distribution system, call control device and program | |
| JP2012044569A (en) | Call center system and call center system development program, and telephone control interface program | |
| JP2007336237A (en) | Speech-recording control system for call center and its method | |
| JP2005292476A (en) | Client response method and device | |
| CN101159783B (en) | Soft queue based video recording method and system | |
| CN109167885A (en) | It is attended a banquet the method for between Double tabletop seamless login based on T-Lib agreement |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |