CN103795875A - Method and system for call center to process Internet information - Google Patents
Method and system for call center to process Internet information Download PDFInfo
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- CN103795875A CN103795875A CN201210427829.0A CN201210427829A CN103795875A CN 103795875 A CN103795875 A CN 103795875A CN 201210427829 A CN201210427829 A CN 201210427829A CN 103795875 A CN103795875 A CN 103795875A
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Abstract
The invention discloses a method and a system for a call center to process Internet information. According to the method provided by the invention, an Internet media gateway acquires Internet information to be processed, extracts link information accessing the Internet information and sends the link information to a distribution server; and the distribution server distributes the link information to seats according to the seat type and the working state of the seats of the call center and based on preset distribution rules so as to enable the seats to access and process the Internet information according to the link information. Therefore, Internet information processing is implemented on the basis of the existing call center, and the service function of the call center is extended.
Description
Technical field
The present invention relates to the communications field, particularly a kind of call center processes the method and system of internet information.
Background technology
In recent years, along with the development of the communication technology, increasing enterprises and institutions provide service by setting up client or the public that call center system is enterprise.Call center system is answered or is dialed client or the public's of enterprise phone by contact staff, providing the services such as product or business consultation, post-sale support, telemarketing, complaint acceptation to the client of enterprise or the public, is the important window that enterprises and institutions externally provide service.
On the one hand, traditional call center is mainly used to conduct voice calls, and along with the expansion of enterprises and institutions' business, new business has also proposed more requirement to the function of call center.Take the call center of operator as example, the function of call center of operator has expanded to the function that information such as processing Email, note, instant message can be provided gradually.
On the other hand, along with the deep development of the Internet, mobile Internet, the content of the network information is also day by day various, and represents form and also become more diverse.News, forum, community that not only has conventional web form etc. represents form, also occurred blog, microblogging etc. new represent form.The client of enterprise or the public wish can obtain business service by more approach, carry out fault Shen announcement or the suggestion that presents one's view.For example, the client of enterprise or the public can complain or the suggestion of expressing an opinion on forum of official, blog and the microblogging of enterprises and institutions.
But the business function of existing call center can not provide the processing to above-mentioned internet information, therefore, also cause finding in time and processing client or the public's of enterprise demand.
Summary of the invention
According to the embodiment of the present invention aspect, a technical problem to be solved is: the method and system that provides a kind of call center to process internet information, and to make call center can process in time internet information.
A kind of call center that the embodiment of the present invention provides processes the method for internet information, and described method comprises:
The Internet media gateway is obtained pending internet information, extracts the link information of the described internet information of access;
Described link information is sent to distribution server by described the Internet media gateway;
Described distribution server obtains seat type and the operating state of seat in call center;
Described distribution server, according to described seat type and operating state, according to predefined allocation rule, is distributed to seat by described link information, with by described seat according to described link information, access and process described internet information.
Preferably, described seat type comprises: the Internet seat; The operating state of described the Internet seat comprises: the Internet is idle busy with the Internet;
Described distribution server, according to seat type and the operating state of seat in call center, is distributed to seat by described link information, specifically comprises:
It is the Internet seat that described link information is distributed to seat type by described distribution server, and the operating state seat that comprises the Internet free time;
After described link information is distributed to seat, described method also comprises:
It is busy that the operating state the Internet free time of described seat is revised as the Internet by described distribution server.
Preferably, described seat type also comprises: voice the Internet mixed agent; The operating state of described voice the Internet mixed agent comprises: voice free time and the Internet free time, voice are busy and the Internet is idle, voice are idle and the Internet is busy, voice are busy and the Internet is busy;
Described distribution server, according to seat type and the operating state of seat in call center, is distributed to seat by described link information, specifically comprises:
It is voice the Internet mixed agent that described link information is distributed to seat type by described distribution server, and in operating state, comprises the seat of the Internet free time;
After described link information is distributed to seat, described method also comprises:
It is busy that the Internet free time in the operating state of described seat is revised as the Internet by described distribution server.
Preferably, described method also comprises:
It is voice the Internet mixed agent that seat type is distributed in the calling of new incoming call by the computer telephony integration (CTI) equipment of described call center, and in operating state, comprises the seat of voice free time;
After described calling is distributed to seat, described method also comprises:
It is busy that the voice free time in the operating state of described seat is revised as voice by described CTI equipment.
Preferably, described the Internet media gateway is obtained pending internet information, comprising:
Described the Internet media gateway is extracted interface or webpage grasping system by search engine interface, information source data, obtains original internet information, then from original internet information, obtains pending internet information by content extraction system.
Preferably, before described link information is distributed to seat, described method also comprises:
Described distribution server is identified the process information rolling counters forward value that described seat is corresponding and whether is met predetermined threshold value;
Do not meet described predetermined threshold value in response to described count value, described link information is distributed to described seat by described distribution server, and described count value is added to 1; And
Access and process in response to receiving described seat the feedback message sending after described internet information, described distribution server subtracts 1 by described count value.
Preferably, described distribution server obtains seat type and the operating state of seat in call center, specifically comprises:
Described distribution server, by seat type and state table in the described distribution server of inquiry, obtains seat type and the operating state of described seat.
Preferably, seat also has upper line states, and described upper line states is included in line and off-line; Described method also comprises:
Seat is logined after described distribution server by general seat software, and described distribution server arranges the upper line states of described seat for online;
Seat exits after described distribution server by general seat software, and the upper line states that described distribution server arranges described seat is off-line;
After described link information is sent to described distribution server by described the Internet media gateway, described method also comprises:
Described distribution server is inquired about the upper line states of described seat, in the time that the upper line states of described seat is off-line, described distribution server is stored described link information, take in the upper line states of described seat when online, carry out and obtain the seat type of described seat and the operation of operating state.
A kind of call center that the embodiment of the present invention provides processes the system of internet information, and described system comprises:
The Internet media gateway, for obtaining pending internet information, extracts the link information of the described internet information of access; And described link information is sent to distribution server;
Distribution server, obtains seat type and the operating state of seat in call center; According to described seat type and operating state, according to predefined allocation rule, described link information is distributed to seat, with by described seat according to described link information, access and process described internet information.
Preferably, described seat type comprises: the Internet seat; The operating state of described the Internet seat comprises: the Internet is idle busy with the Internet;
Described distribution server, is the Internet seat specifically for described link information being distributed to seat type, and the operating state seat that comprises the Internet free time;
Described distribution server, also, for after described link information is distributed to seat, is revised as the Internet by the operating state the Internet free time of described seat busy.
Preferably, described seat type also comprises: voice the Internet mixed agent; The operating state of described voice the Internet mixed agent comprises: voice free time and the Internet free time, voice are busy and the Internet is idle, voice are idle and the Internet is busy, voice are busy and the Internet is busy;
Described distribution server, is voice the Internet mixed agent specifically for described link information being distributed to seat type, and in operating state, comprises the seat of the Internet free time;
Described distribution server, also, for after described link information is distributed to seat, is revised as the Internet by the Internet free time in the operating state of described seat busy.
Preferably, described system also comprises:
The computer telephony integration (CTI) equipment of described call center, is voice the Internet mixed agent for the calling of new incoming call being distributed to seat type, and in operating state, comprises the seat of voice free time;
Described CTI equipment, also, for after described calling is distributed to seat, is revised as voice by the voice free time in the operating state of described seat busy.
Preferably, described the Internet media gateway, concrete by search engine interface, information source data extraction interface or webpage grasping system, obtain original internet information, then from original internet information, obtain pending internet information by content extraction system.
Preferably, described system also comprises: the process information counter of seat;
Described distribution server, also for before described link information is distributed to seat, identifies the described process information rolling counters forward value that described seat is corresponding and whether meets predetermined threshold value; Do not meet described predetermined threshold value in response to described count value, described link information is distributed to described seat, and described count value is added to 1; And access and process in response to receiving described seat the feedback message sending after described internet information, described count value is subtracted to 1.
Preferably, described distribution server, concrete by seat type and state table in the described distribution server of inquiry, obtain seat type and the operating state of described seat.
Preferably, seat also has upper line states, and described upper line states is included in line and off-line;
Described distribution server, also for logining after described distribution server by general seat software at seat, arranges the upper line states of described seat for online; Seat exits after described distribution server by general seat software, and the upper line states that described seat is set is off-line;
Described distribution server, also for receiving after the described link information of described the Internet media gateway transmission, inquire about the upper line states of described seat, in the time that the upper line states of described seat is off-line, store described link information, take in the upper line states of described seat when online, carry out and obtain the seat type of described seat and the operation of operating state.
The call center providing based on the above embodiment of the present invention processes the method and system of internet information, obtain pending internet information by the Internet media gateway, extract the link information of this internet information of access, link information is sent to distribution server, distribution server, according to seat type and the operating state of seat in call center, based on the keyword in internet information, is distributed to seat by link information, with by seat according to link information, access and process internet information.Thereby realize the processing to internet information is provided on the basis of existing call center, expanded the business function of call center, timely discovery is also provided and has processed the client of enterprise or the new way of public's demand simultaneously.
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 that call center provided by the present invention processes the schematic flow sheet of a kind of embodiment of internet information method;
Fig. 2 illustrates that call center provided by the present invention processes the structural representation of a kind of embodiment of internet information system;
Fig. 3 illustrates that call center provided by the present invention processes the structural representation of the another kind of embodiment of internet information system.
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.
Illustrative to the description only actually of at least one exemplary embodiment below, never as any restriction to the present invention and application or use.Based on the embodiment in the present invention, those of ordinary skills, not making all other embodiment that obtain under creative work prerequisite, belong to the scope of protection of the invention.
May not discuss in detail for the known technology of person of ordinary skill in the relevant, method and apparatus, but in suitable situation, these 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.
Shown in Figure 1, Fig. 1 illustrates that call center provided by the present invention processes the schematic flow sheet of a kind of embodiment of internet information method.Introduce in detail Tu1Zhong call center below and process the operation that the method for internet information comprises.
In step 101, the Internet media gateway is obtained pending internet information, extracts the link information of this internet information of access.Exemplarily, the Internet media gateway can be passed through search engine interface, information source data are extracted interface or webpage grasping system, obtain original internet information, then from original internet information, obtain pending internet information by content extraction system.Obtain after pending internet information, extract the link information of this internet information of access, can directly access pending internet information by these link informations.
For example, the Internet media gateway is passed through search engine interface, can be based on specific keyword, search for main microblogging website, Blog Website, community website, forum website, news website etc. and obtain pending internet information, and extract the link information of this internet information of access comprising in Search Results.Accordingly, link information can be the concrete network address, relevant microblogging account, blog account, community's account, forum's account etc.
In step 102, link information is sent to distribution server by the Internet media gateway.If the search of carrying out based on specific keyword, also can send to distribution server in the lump by keyword and the Search Results that comprises link information.Corresponding with the example in step 101, the Internet media gateway can send to distribution server by the concrete network address, relevant microblogging account, blog account, community's account, forum's account etc.
In step 103, distribution server obtains seat type and the operating state of seat in call center.Specifically can, by the operation in different mode performing steps 103, for example, in distribution server, can be provided with seat type and state table.In the time that seat can sign in to distribution server by general seat software, revise corresponding seat type and state table by distribution server; When the type of seat and operating state change in the process of seat work, revise corresponding seat type and state table by seat, or revise corresponding seat type and state table by distribution server.Distribution server, by information position type and state table, obtains seat type and the operating state of seat.
For instance, seat can be connected with distribution server by network modes such as local area network (LAN), the Internet, special lines.Seat signs in to distribution server by general seat software, in general seat software, show the type of this seat, and seat is according to the operating state of oneself, oneself seat type and operating state are set in the seat type by general seat software in distribution server and state table, distribution server, by seat type and state table in inquiry distribution server, can obtain seat type and the operating state of seat.
In step 104, distribution server according to predefined allocation rule, is distributed to seat by link information according to seat type and operating state, with by seat according to link information, access and process internet information.
Allocation rule can be set according to concrete needs.For example, distribute by different clients, call center can rent different clients simultaneously and use, the information content that different clients pay close attention to is different, can be by different clients, for a certain client, the link information relevant to this client distributed to one and multiple specific seats, process.Also can distribute by the keyword in internet information, or be that front or negative information are distributed by internet information.Can also be by the internet information relevant to client's different product, for example the information relevant to client's product 1, information, with the client product 3 relevant information etc. relevant with client's product 2 are distributed.For another example, be that different information types is distributed by internet information, these information comprise the information relevant to after-sale service, with the relevant information of marketing, with client show loving care for relevant information, the information relevant with Customer Complaint, and client advise relevant information etc.
Link information is distributed to after seat, and internet information accessed and processes by seat according to link information.For example, can utilize the unified microblogging account in this client or call center, in the desired reply mode in microblogging website, for example, in the mode of " micro-blog information publisher's microblogging title ", this micro-blog information be replied; Also can utilize the unified blog account in this client or call center, community's account or forum's account, corresponding Blog content, community content or forum information are replied.If also comprise this internet information publisher's telephone number in link information, can also carry out outgoing call by call center, link up with voice mode and this internet information publisher.For example, seat is dialed this internet information publisher's telephone number by call center, after closing of the circuit, links up with voice mode and this internet information publisher.
Distribution server can be realized separately the Internet seat, also can combine with the computer telephone integration of call center (Computer Telephony Integration, CTI) equipment, realizes polytype seat.For example, seat type can comprise voice seat, the Internet seat and voice the Internet mixed agent, when specific implementation, by distribution server or the field that increases seat type in CTI equipment indicate, for example:
The Internet seat, only processes internet information;
Voice the Internet mixed agent, can either process internet information, also can conduct voice calls information;
Voice seat, a conduct voice calls information, due to voice seat and existing call center service class seemingly, no longer describe in detail here.
Can the operating state corresponding with seat type be set in distribution server or in CTI equipment, distribution server, according to seat type and operating state, is distributed to seat by link information simultaneously.
In the time that seat type is the Internet seat, the operating state of the Internet seat can comprise that the Internet is idle busy with the Internet.It is the Internet seat that distribution server can be distributed to link information seat type, and the operating state seat that comprises the Internet free time.After link information is distributed to seat by distribution server, the operating state the Internet free time of this seat is revised as to the Internet busy.
In the time that seat type is voice the Internet mixed agent, the operating state of voice the Internet mixed agent comprises voice free time and the Internet free time, voice are busy and the Internet is idle, voice are idle and the Internet is busy, voice are busy and the Internet is busy.It is voice the Internet mixed agent that link information is distributed to seat type by distribution server, and in operating state, comprises the seat of the Internet free time.After link information is distributed to seat by distribution server, the Internet free time in the operating state of this seat is revised as to the Internet busy.
According to the another kind of execution mode of the inventive method, can also the calling of new incoming call be distributed to seat type by the CTI equipment of call center is voice the Internet mixed agent, and in operating state, comprises the seat of voice free time.After the calling of new incoming call is distributed to seat, it is busy that the voice free time in the operating state of this seat is revised as voice by CTI equipment.
Distribution server combines with the CTI equipment of call center, makes voice the Internet mixed agent in processing internet information, carry out voice communication by the publisher of audio call and this internet information.If obtain this internet information publisher's telephone number, voice the Internet mixed agent can this internet information of active call publisher, and the call after closing of the circuit is the relevant content of internet information of processing to voice the Internet mixed agent.If do not obtain this internet information publisher's telephone number, voice the Internet mixed agent can pass through the Internet, utilize the modes such as message, by the incoming call of call center, and the job number of oneself sends to this internet information publisher, allow this internet information publisher by this call center of phone incoming call, and at interactive voice answering (Interactive Voice Response, IVR) the corresponding job number of input in, CTI is according to this job number, just this Inbound Calls can be transferred to and process, or processing the voice the Internet mixed agent of this internet information.
According to the another kind of execution mode of the inventive method, due to the normally non real-time information of internet information of seat processing, be different from real-time voice seat, voice seat can only be processed road voice in the same time.Therefore, distribution server can be distributed to same seat processing by many relevant link informations simultaneously, and before link information is distributed to seat, the method also comprises:
In distribution server identification distribution server, whether process information rolling counters forward value corresponding to this seat meets predetermined threshold value, do not meet predetermined threshold value in response to count value corresponding to this seat, link information is distributed to this seat by distribution server, and count value corresponding this seat is added to 1; And access and process in response to receiving seat the feedback message sending after internet information, distribution server subtracts 1 by count value corresponding this seat.
For instance, when distribution server can pass through process information counter, identify the link information quantity of distributing to the pending internet information of same seat and whether meet predetermined threshold value, the process information counter corresponding with seat can be arranged in distribution server.When meeting predetermined threshold value, for example 10, distribution server is not reallocated new link information to this seat, the Internet free time in the operating state of this seat can also be revised as to the Internet further busy.Seat is often handled after 1 link information, sends feedback message to distribution server, and distribution server subtracts 1 by the process information rolling counters forward value corresponding with this seat.In this seat is handled these 10 link informations or handled these 10 link informations, before the link information of some, for example 5, distribution server is not reallocated peer link information to this seat processing.
According to the another kind of execution mode of the inventive method, can also upper line states be set for seat, upper line states is included in line and off-line.Upper line states also can be arranged in the seat type and state table in distribution server.When seat is logined after distribution server by general seat software, distribution server arranges the upper line states of this seat for online; When seat exits after distribution server by general seat software, the upper line states that distribution server arranges this seat is off-line.After link information is sent to distribution server by the Internet media gateway, the upper line states of distribution server information position, in the time that the upper line states of this seat is off-line, distribution server stores link information, take in the upper line states of this seat when online, carry out and obtain the seat type of this seat and the operation of operating state.In addition, the setting of above-mentioned online or off-line also can be arranged in the seat type in distribution server and state table by general seat software by seat, distribution server, by seat type and state table in inquiry distribution server, obtains the upper line states of this seat.
Shown in Figure 2, Fig. 2 illustrates that call center provided by the present invention processes the structural representation of a kind of embodiment of internet information system.The system that this call center processes internet information comprises:
The Internet media gateway 201, for obtaining pending internet information, extracts the link information of this internet information of access; And link information is sent to distribution server;
According to the another kind of execution mode of the inventive method, seat type comprises the Internet seat.The operating state of the Internet seat comprises that the Internet is idle busy with the Internet.Distribution server 202 is the Internet seat specifically for link information being distributed to seat type, and the operating state seat that comprises the Internet free time.Distribution server 202, also for after link information is distributed to seat, is revised as the Internet by the operating state the Internet free time of seat busy.
According to the another kind of execution mode of the inventive method, seat type also comprises voice the Internet mixed agent.The operating state of voice the Internet mixed agent comprises voice free time and the Internet free time, voice are busy and the Internet is idle, voice are idle and the Internet is busy, voice are busy and the Internet is busy.Distribution server 202 is voice the Internet mixed agent specifically for link information being distributed to seat type, and in operating state, comprises the seat of the Internet free time.Distribution server 202, also for after link information is distributed to seat, is revised as the Internet by the Internet free time in the operating state of seat busy.
Shown in Figure 3, Fig. 3 illustrates that call center provided by the present invention processes the structural representation of the another kind of embodiment of internet information system.Compared with embodiment in Fig. 2, the system that this call center processes internet information also comprises: the CTI equipment 303 of call center, be voice the Internet mixed agent for the calling of new incoming call is distributed to seat type, and in operating state, comprise the seat of voice free time.CTI equipment 303, also for after calling is distributed to seat, is revised as voice by the voice free time in the operating state of seat busy.
Distribution server can be wholely set with CTI equipment, for example, distribution server function is operated in CTI equipment as a process or several process.
According to the another kind of execution mode of the inventive method, the Internet media gateway 201 is concrete extracts interface or webpage grasping system by search engine interface, information source data, obtain original internet information, then from original internet information, obtain pending internet information by content extraction system.
According to the another kind of execution mode of the inventive method, this system also comprises the process information counter of seat in distribution server.Distribution server 202, also for before link information is distributed to seat, is identified the process information rolling counters forward value that this seat is corresponding and whether is met predetermined threshold value; Do not meet predetermined threshold value in response to count value corresponding to this seat, link information is distributed to this seat, and count value corresponding this seat is added to 1; And access and process in response to receiving seat the feedback message sending after internet information, count value corresponding this seat is subtracted to 1.
According to the another kind of execution mode of the inventive method, distribution server 202 is concrete by seat type and state table in inquiry distribution server, obtains seat type and the operating state of seat.For example, in distribution server, can be provided with seat type and state table.In the time that seat can sign in to distribution server by general seat software, revise corresponding seat type and state table by distribution server; When the type of seat and operating state change in the process of seat work, revise corresponding seat type and state table by seat, or revise corresponding seat type and state table by distribution server.Distribution server, by information position type and state table, obtains seat type and the operating state of seat.
According to the another kind of execution mode of the inventive method, seat also has upper line states, and upper line states is included in line and off-line.Upper line states also can be arranged in the seat type and state table in distribution server.Distribution server 202, also for logining after distribution server by general seat software at seat, arranges the upper line states of this seat for online; Seat exits after distribution server by general seat software, and the upper line states that this seat is set is off-line.Distribution server 202 is also for receiving after the link information of the Internet media gateway transmission, the upper line states of information position, in the time that the upper line states of this seat is off-line, stores link information, take in the upper line states of this seat when online, carry out and obtain the seat type of this seat and the operation of operating state.
In various embodiments of the present invention, the Internet can be the Internet based on fixed network or mobile network, the Internet media gateway 201 can be passed through transmission control protocol/Internet Protocol (Transmission Control Protocol/Internet Protocol, TCP/IP) and between distribution server 202 communicate, distribution server also can be by communicating between ICP/IP protocol and each seat.
So far, described in detail according to the method and system of a kind of call center's processing internet information according to the present invention.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 what each embodiment stressed is and the difference of 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 describe fairly simplely, relevant part is referring to the part explanation of embodiment of the method.
May realize in many ways the method and system that call center of the present invention processes internet information.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 the machine readable instructions for realizing the method according to this invention.Thereby the present invention also covers the recording medium of storing the program for carrying out 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 (16)
1. call center processes a method for internet information, it is characterized in that, described method comprises:
The Internet media gateway is obtained pending internet information, extracts the link information of the described internet information of access;
Described link information is sent to distribution server by described the Internet media gateway;
Described distribution server obtains seat type and the operating state of seat in call center;
Described distribution server, according to described seat type and operating state, according to predefined allocation rule, is distributed to seat by described link information, with by described seat according to described link information, access and process described internet information.
2. method according to claim 1, is characterized in that, described seat type comprises: the Internet seat; The operating state of described the Internet seat comprises: the Internet is idle busy with the Internet;
Described distribution server, according to seat type and the operating state of seat in call center, is distributed to seat by described link information, specifically comprises:
It is the Internet seat that described link information is distributed to seat type by described distribution server, and the operating state seat that comprises the Internet free time;
After described link information is distributed to seat, described method also comprises:
It is busy that the operating state the Internet free time of described seat is revised as the Internet by described distribution server.
3. method according to claim 2, is characterized in that, described seat type also comprises: voice the Internet mixed agent; The operating state of described voice the Internet mixed agent comprises: voice free time and the Internet free time, voice are busy and the Internet is idle, voice are idle and the Internet is busy, voice are busy and the Internet is busy;
Described distribution server, according to seat type and the operating state of seat in call center, is distributed to seat by described link information, specifically comprises:
It is voice the Internet mixed agent that described link information is distributed to seat type by described distribution server, and in operating state, comprises the seat of the Internet free time;
After described link information is distributed to seat, described method also comprises:
It is busy that the Internet free time in the operating state of described seat is revised as the Internet by described distribution server.
4. method according to claim 3, is characterized in that, described method also comprises:
It is voice the Internet mixed agent that seat type is distributed in the calling of new incoming call by the computer telephony integration (CTI) equipment of described call center, and in operating state, comprises the seat of voice free time;
After described calling is distributed to seat, described method also comprises:
It is busy that the voice free time in the operating state of described seat is revised as voice by described CTI equipment.
5. method according to claim 4, is characterized in that, described the Internet media gateway is obtained pending internet information, comprising:
Described the Internet media gateway is extracted interface or webpage grasping system by search engine interface, information source data, obtain original internet information, then from described original internet information, obtain pending internet information by content extraction system.
6. method according to claim 5, is characterized in that, before described link information is distributed to seat, described method also comprises:
Described distribution server is identified the process information rolling counters forward value that described seat is corresponding and whether is met predetermined threshold value;
Do not meet described predetermined threshold value in response to described count value, described link information is distributed to described seat by described distribution server, and described count value is added to 1; And
Access and process in response to receiving described seat the feedback message sending after described internet information, described distribution server subtracts 1 by described count value.
7. method according to claim 6, is characterized in that, described distribution server obtains seat type and the operating state of seat in call center, specifically comprises:
Described distribution server, by seat type and state table in the described distribution server of inquiry, obtains seat type and the operating state of described seat.
8. method according to claim 7, is characterized in that, seat also has upper line states, and described upper line states is included in line and off-line; Described method also comprises:
Seat is logined after described distribution server by general seat software, and described distribution server arranges the upper line states of described seat for online;
Seat exits after described distribution server by general seat software, and the upper line states that described distribution server arranges described seat is off-line;
After described link information is sent to described distribution server by described the Internet media gateway, described method also comprises:
Described distribution server is inquired about the upper line states of described seat, in the time that the upper line states of described seat is off-line, described distribution server is stored described link information, take in the upper line states of described seat when online, carry out and obtain the seat type of described seat and the operation of operating state.
9. call center processes a system for internet information, it is characterized in that, described system comprises:
The Internet media gateway, for obtaining pending internet information, extracts the link information of the described internet information of access; And described link information is sent to distribution server;
Distribution server, obtains seat type and the operating state of seat in call center; According to described seat type and operating state, according to predefined allocation rule, described link information is distributed to seat, with by described seat according to described link information, access and process described internet information.
10. system according to claim 9, is characterized in that, described seat type comprises: the Internet seat; The operating state of described the Internet seat comprises: the Internet is idle busy with the Internet;
Described distribution server, is the Internet seat specifically for described link information being distributed to seat type, and the operating state seat that comprises the Internet free time;
Described distribution server, also, for after described link information is distributed to seat, is revised as the Internet by the operating state the Internet free time of described seat busy.
11. systems according to claim 10, is characterized in that, described seat type also comprises: voice the Internet mixed agent; The operating state of described voice the Internet mixed agent comprises: voice free time and the Internet free time, voice are busy and the Internet is idle, voice are idle and the Internet is busy, voice are busy and the Internet is busy;
Described distribution server, is voice the Internet mixed agent specifically for described link information being distributed to seat type, and in operating state, comprises the seat of the Internet free time;
Described distribution server, also, for after described link information is distributed to seat, is revised as the Internet by the Internet free time in the operating state of described seat busy.
12. systems according to claim 11, is characterized in that, described system also comprises:
The computer telephony integration (CTI) equipment of described call center, is voice the Internet mixed agent for the calling of new incoming call being distributed to seat type, and in operating state, comprises the seat of voice free time;
Described CTI equipment, also, for after described calling is distributed to seat, is revised as voice by the voice free time in the operating state of described seat busy.
13. systems according to claim 12, it is characterized in that, described the Internet media gateway, concrete by search engine interface, information source data extraction interface or webpage grasping system, obtain original internet information, then from original internet information, obtain pending internet information by content extraction system.
14. systems according to claim 13, is characterized in that, described system also comprises: the process information counter of seat;
Described distribution server, also for before described link information is distributed to seat, identifies the described process information rolling counters forward value that described seat is corresponding and whether meets predetermined threshold value; Do not meet described predetermined threshold value in response to described count value, described link information is distributed to described seat, and described count value is added to 1; And access and process in response to receiving described seat the feedback message sending after described internet information, described count value is subtracted to 1.
15. systems according to claim 14, is characterized in that, described distribution server is concrete by seat type and state table in the described distribution server of inquiry, obtains seat type and the operating state of described seat.
16. systems according to claim 15, is characterized in that, seat also has upper line states, and described upper line states is included in line and off-line;
Described distribution server, also for logining after described distribution server by general seat software at seat, arranges the upper line states of described seat for online; Seat exits after described distribution server by general seat software, and the upper line states that described seat is set is off-line;
Described distribution server, also for receiving after the described link information of described the Internet media gateway transmission, inquire about the upper line states of described seat, in the time that the upper line states of described seat is off-line, store described link information, take in the upper line states of described seat when online, carry out and obtain the seat type of described seat and the operation of operating state.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210427829.0A CN103795875A (en) | 2012-10-31 | 2012-10-31 | Method and system for call center to process Internet information |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210427829.0A CN103795875A (en) | 2012-10-31 | 2012-10-31 | Method and system for call center to process Internet information |
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| Publication Number | Publication Date |
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| CN103795875A true CN103795875A (en) | 2014-05-14 |
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| CN201210427829.0A Pending CN103795875A (en) | 2012-10-31 | 2012-10-31 | Method and system for call center to process Internet information |
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