CN103813036B - Communication connection allocation method and system thereof - Google Patents
Communication connection allocation method and system thereof Download PDFInfo
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- CN103813036B CN103813036B CN201410059468.8A CN201410059468A CN103813036B CN 103813036 B CN103813036 B CN 103813036B CN 201410059468 A CN201410059468 A CN 201410059468A CN 103813036 B CN103813036 B CN 103813036B
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Abstract
The invention provides a communication connection allocation method and a system thereof, wherein the method comprises the following steps: acquiring an incoming call number or an identification code of a calling subscriber; judging whether a sub-called number corresponding to the calling user exists; if the corresponding sub called number exists, the calling user is communicated with the corresponding sub called number; and if the corresponding sub called number does not exist, selecting the currently idle sub called number to communicate with the calling user. The invention can accurately guide the communication request of the user to the corresponding customer service staff, thereby improving the efficiency of service follow-up and greatly improving the user experience.
Description
Technical field
The present invention relates to the technical field of communication, particularly relate to a kind of communication connection distribution method and system thereof.
Background technology
In the architecture mode of current customer service communication, caller client selectes realization mainly following two kinds of modes of customer service:
Direct number mode: each phone of attending a banquet is equipped with External Number, and during caller client, client directly dials certain direct number of attending a banquet, and is directly communicated with, and additionally provides a phone simultaneously, transfers to another phone when busy.
Call center system: call entry centring system, the shared number of a customers dial unification is come in, and mode is given successively and attended a banquet in order.
Above-mentioned direct number mode shortcoming comprises: A, each attending a banquet will be equipped with one to External Number, difficulty is provided in telecommunication management, such as several attending a banquet has changed base number, that just needs to notify that client changes one by one, and when client measure thousands of after, this notice manpower, material resources cost will increase greatly.B, call forward on busy arrange need on equipment human configuration, such as in department, but during phone busy, requirement forwards on department assistant phone, at this moment method to set up is exactly the number arranging transfer on every platform phone is attended a banquet by department one by one, but during the change of department assistant phone, need to reset once again, very inconvenient.Which C, to make client be difficult to distinguish number to be too much real company's incoming call to External Number, to add potential risks.
The shortcoming of above-mentioned call center system is: introduce outer paging system, unified one or several to External Number, though it is true and false with explanation to be convenient to client's memory like this, but the problem brought is: when client asks communication, what this incoming call can not be proceeded to this client that always following up attends a banquet on base, causes the confusion that client follows up.
Summary of the invention
For the chaotic problem of number that existing direct number mode causes, and caller client accurately can not be assigned to the problem that correspondence attends a banquet by outgoing call center, the present invention proposes a kind of communication connection distribution method and system, by unified number, client is accessed, and then client communication request is accurately dispensed to corresponding contact staff.
A kind of communication connection distribution method, comprises the following steps:
Obtain caller ID or the identification code of calling subscriber;
Judge whether described caller ID or sub-called number corresponding to identification code;
If there is corresponding sub-called number, then sub-called number corresponding with this for described calling subscriber connected and carry out communication;
If do not have corresponding sub-called number, then the sub-called number of current idle and described calling subscriber is selected to carry out communication.
A kind of communication connection distribution system, it comprises:
Acquisition module, for obtaining caller ID or the identification code of calling subscriber;
Memory module, for storing the corresponding relation list of rear side phone number or identification code and this background called number;
Judge module, for judging whether described caller ID or sub-called number corresponding to identification code according to described corresponding relation list;
First connects module, carries out communication for sub-called number corresponding with it for described calling subscriber being connected;
Second connects module, carries out communication for the sub-called number and described calling subscriber selecting current idle.
In communication connection distribution method of the present invention and system thereof, by presetting the corresponding relation of client and this background called number, judge whether current call has the corresponding sub-called number of reception, namely find out and formerly have follow-up or have the contact staff of communications records and current call client to carry out communicating and link up, when making caller client, accurately the communication request of user can be directed to corresponding contact staff, thus the efficiency of raising business follow-up also improves Consumer's Experience greatly.
Accompanying drawing explanation
Fig. 1 is overall topology schematic diagram of the present invention;
Fig. 2 is the schematic flow sheet that the present invention communicates to connect distribution method first execution mode;
Fig. 3 is the schematic flow sheet that the present invention communicates to connect distribution method second execution mode;
Fig. 4 is the schematic flow sheet that the present invention communicates to connect distribution system first execution mode;
Fig. 5 is the schematic flow sheet that the present invention communicates to connect distribution system first execution mode.
Embodiment
Refer to Fig. 1, Fig. 1 is overall topology schematic diagram of the present invention.
User utilizes unified identification number access customer service communications platform by mobile phone or other communicating terminals, the identification number that this customer service communications platform is unified, it can be telephone number, also can be the ID of instant messaging, after system platform receives the communication request of user, obtain caller ID or the identification code (such as No. QQ) of user, this user is assigned to contact staff corresponding with it and communicates.
Particularly, how user is assigned to contact staff corresponding with it about above-mentioned unified customer service communications platform and communicates, please check that Fig. 2 the present invention communicates to connect the schematic flow sheet of distribution method first execution mode.
The present invention communicates to connect distribution method first execution mode, comprises the following steps:
S02, the caller ID obtaining calling subscriber or identification code; Particularly, calling subscriber, by mobile phone or other intelligent communication terminals (panel computer, PC etc.), dials unified external service calls number, or utilizes the request of the immediate communication tool such as QQ, micro-letter initiating communication; At this moment caller ID or identification code (No. QQ or micro-signal) can be obtained according to communication request;
S04, judge whether described caller ID or sub-called number corresponding to identification code; In the corresponding relation list prestored, specifically search current call number or sub-called number corresponding to identification code, this sub-called number refers to unique extension number or the identification code of concrete contact staff;
If S06 has corresponding sub-called number, then sub-called number corresponding with this for described calling subscriber is connected and carry out communication;
If S08 does not have corresponding sub-called number, then the sub-called number of current idle and described calling subscriber is selected to carry out communication.
Before above-mentioned steps, need the corresponding relation list of setting up a calling subscriber and sub-called number in advance, this list can be set up according to communications records formerly, or self-defining pre-set.
Above-mentioned caller ID or sub-called number corresponding to identification code can be find from communications records have the sub-called number of communications records with calling subscriber; Also can be self-defined setting in advance.
Please check that Fig. 3 the present invention communicates to connect the schematic flow sheet of distribution method second execution mode.
Above-mentioned steps S04 specifically can be decomposed into following steps:
S041, judge whether the caller ID of the first sub-called number and the calling subscriber preset or identification code corresponding; If had, whether S043, prompting calling subscriber select first of this correspondence the sub-called number to communicate; If select, the corresponding with this for described calling subscriber first sub-called number is connected; Otherwise select the sub-called number of current idle and described calling subscriber to carry out communication;
If the do not preset first sub-called number, perform step S042, judge whether to have and have second of communications records the sub-called number with described caller ID or identification code, if there is described second sub-called number, whether S043, prompting calling subscriber select second of this correspondence the sub-called number to communicate, if select, then perform above-mentioned steps S06, described calling subscriber and this second sub-called number are connected and carries out communication, otherwise the sub-called number of execution above-mentioned steps S08, selection current idle and described calling subscriber carry out communication.
By prompting customer selecting, doing so avoids some client and still received by original unsatisfied customer service.
Before above-mentioned steps S06, can also increase following steps: judge whether corresponding sub-called number is in idle condition, if be in busy state, whether prompting client is ready to wait in line, and informs the scheduled time of wait.Doing so avoids due to some customer service exist too many custom queueing wait for situation.Also client is made to get in touch with customer service as early as possible and not need long wait.
Finally, perform step S10, upgrade communications records with the corresponding relation of the caller ID or identification code and this background called number that upgrade calling subscriber.
If calling subscriber unifies the mode initiating communication request of customer service hot line number by telephone call, at this moment by the telephone number of this calling subscriber of automatic acquisition, then the extension number of inquiry and this telephone number matches in the database set up in advance in this locality, if there is corresponding extension number, then the customer service incoming call of this calling subscriber being distributed to this corresponding extension number is conversed; If do not have corresponding extension number, then in message registration, inquire about nearest one had the extension number of message registration with this calling subscriber, and the customer service incoming call of this calling subscriber being distributed to this extension number is conversed; If also do not searched less than any record in message registration, then the extension number of current idle and this calling subscriber is selected to carry out communication.
If calling subscriber is by the mode initiating communication request of network instant communication instrument, such as, initiate chat request by QQ, micro-letter to micro-letter public number; At this moment the number of the identification code and QQ micro-signal and so on of this calling subscriber of active obtaining; Then the customer service terminal of inquiry and this codes match in the database set up in advance in this locality, namely corresponding customer service QQ number or micro-signal and calling subscriber is found to carry out instant messaging, if there is no corresponding customer service, then nearest one of query communication record queries had the customer service of communications records with this calling subscriber, and it's not true then selects the contact staff of current idle and this calling subscriber to carry out instant messaging.
The present invention is by presetting the corresponding relation of client and this background called number, judge whether current call has the corresponding sub-called number of reception, namely find out and formerly have follow-up or have the contact staff of communications records and current call client to carry out communicating and link up, when making caller client, accurately the communication request of user can be directed to corresponding contact staff, thus the efficiency of raising business follow-up also improves Consumer's Experience greatly.
Please check that Fig. 4 the present invention communicates to connect the schematic flow sheet of distribution system first execution mode.
Communication connection distribution system of the present invention, it comprises:
Acquisition module 10, for obtaining caller ID or the identification code of calling subscriber;
Memory module 30, for storing the corresponding relation list of rear side phone number or identification code and this background called number;
Judge module 20, for judging whether described caller ID or sub-called number corresponding to identification code according to described corresponding relation list;
First connects module 40, carries out communication for sub-called number corresponding with it for described calling subscriber being connected;
Second connects module 50, carries out communication for the sub-called number and described calling subscriber selecting current idle.
The corresponding relation list stored in above-mentioned memory module can preset; Also can generate according to communications records.
Check Fig. 5, communication connection distribution system of the present invention can further include:
Whether reminding module 60, select for pointing out calling subscriber to communicate with corresponding sub-called number, and when judging that corresponding sub-called number is in busy condition, whether prompting client is ready to wait in line and informs the scheduled time of wait.
Update module 70, for the corresponding relation list according to storage in communications records more memory module 30 described in new record.
When there being the request of user's initiating communication, above-mentioned acquisition module 10 obtains caller ID or the identification code of calling subscriber, according to the rear side phone number stored in memory module 30 or the corresponding relation list of identification code and this background called number, judge module 20 judges whether described caller ID or sub-called number corresponding to identification code; If there is corresponding sub-called number, judge module 20 sends instruction to reminding module 60, when judging that corresponding sub-called number is in busy condition, whether prompting client is ready to wait in line and informs the scheduled time of wait, and point out calling subscriber whether to select to communicate with corresponding sub-called number, if select, send instruction and connect module 40 to first, sub-called number corresponding with it for described calling subscriber is connected and carries out communication; If do not have corresponding sub-called number, judge module 20 sends instruction and connects module 50 to second, selects the sub-called number of current idle and described calling subscriber to carry out communication.
The above embodiment only have expressed several execution mode of the present invention, and it describes comparatively concrete and detailed, but therefore can not be interpreted as the restriction to the scope of the claims of the present invention.It should be pointed out that for the person of ordinary skill of the art, without departing from the inventive concept of the premise, can also make some distortion and improvement, these all belong to protection scope of the present invention.Therefore, the protection range of patent of the present invention should be as the criterion with claims.
Claims (5)
1. communicate to connect a distribution method, it is characterized in that, comprise the following steps:
Obtain caller ID or the identification code of calling subscriber;
According to the calling subscriber set up in advance and the corresponding relation list of sub-called number judge whether the caller ID of the first sub-called number and the described calling subscriber preset or identification code corresponding; If had, this calling subscriber is pointed out whether to select first of this correspondence the sub-called number to communicate; If select, the corresponding with this for described calling subscriber first sub-called number is connected; Otherwise select the sub-called number of current idle and described calling subscriber to carry out communication;
If the first sub-called number do not preset in this corresponding relation list; then judge whether to have in communications records and have second of communications records the sub-called number with described caller ID or identification code; if there is described second sub-called number; whether prompting calling subscriber selects second of this correspondence the sub-called number to communicate; if select; then described calling subscriber and this second sub-called number are connected and carry out communication, otherwise select the sub-called number of current idle and described calling subscriber to carry out communication;
According to the communications records more caller ID of new record calling subscriber or the corresponding relation of identification code and this background called number.
2. communication connecting method as claimed in claim 1, is characterized in that, further comprising the steps of, judges whether corresponding sub-called number is in idle condition, if be in busy state, whether prompting client is ready to wait in line and informs the scheduled time of wait.
3. communicate to connect a distribution system, it is characterized in that, comprising:
Acquisition module, for obtaining caller ID or the identification code of calling subscriber;
Memory module, for storing the corresponding relation list of rear side phone number or identification code and this background called number;
Judge module, for first judging whether described caller ID or the first sub-called number corresponding to identification code according to described corresponding relation list, and when there is no the first corresponding sub-called number in described corresponding relation list, judge whether described caller ID or the second sub-called number corresponding to identification code according to communications records;
First connects module, carries out communication for sub-called number corresponding with it for described calling subscriber being connected;
Second connects module, carries out communication for the sub-called number and described calling subscriber selecting current idle;
Update module, for according to the corresponding relation list stored in communications records more memory module described in new record.
4. communicate to connect distribution system as claimed in claim 3, it is characterized in that: the corresponding relation list stored in described memory module be preset or according to message registration generate.
5. communicate to connect distribution system as claimed in claim 3, it is characterized in that: comprise reminding module further, whether select for pointing out calling subscriber to communicate with corresponding sub-called number, and when judging that corresponding sub-called number is in busy condition, whether prompting client is ready to wait in line and informs the scheduled time of wait.
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| CN201410059468.8A CN103813036B (en) | 2014-02-21 | 2014-02-21 | Communication connection allocation method and system thereof |
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| CN201410059468.8A CN103813036B (en) | 2014-02-21 | 2014-02-21 | Communication connection allocation method and system thereof |
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| CN103813036B true CN103813036B (en) | 2015-01-14 |
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Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106487641A (en) * | 2015-08-26 | 2017-03-08 | 中兴通讯股份有限公司 | A kind of method and apparatus for realizing online customer service |
| CN107682572B (en) * | 2017-10-26 | 2020-01-14 | 平安科技（深圳）有限公司 | Customer incoming line distribution method, system, computer equipment and storage medium |
| CN107682576B (en) * | 2017-10-26 | 2020-01-14 | 平安科技（深圳）有限公司 | Customer incoming line distribution method, system, computer equipment and storage medium |
| CN108551532A (en) * | 2018-02-28 | 2018-09-18 | 平安科技（深圳）有限公司 | It attends a banquet and recommends method, apparatus, equipment and storage medium |
| CN110290281B (en) * | 2019-07-19 | 2020-10-16 | 携程旅游信息技术（上海）有限公司 | Outbound method, system, electronic device and medium |
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| CN1293512A (en) * | 1999-10-19 | 2001-05-02 | 日本电气株式会社 | Automatic call distribution system and method |
| CN101697567A (en) * | 2009-11-03 | 2010-04-21 | 中国电信股份有限公司 | Method and system for realizing nationwide virtual telephone exchange service |
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Address after: 510000 Lingnan node garden, Yuwei bridge, Huadi Avenue Road, Liwan District, Guangzhou City, Guangdong Province Patentee after: Lvshou Health Industry Group Co.,Ltd. Address before: 510388 Yuwei bridge Lingnan node Park, Huadi Avenue Road, Liwan District, Guangzhou City, Guangdong Province Patentee before: LVSHOU HEALTH INDUSTRY GROUP CO.,LTD. |
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