CN103873708A - Automatic call distribution system - Google Patents
Automatic call distribution system Download PDFInfo
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- CN103873708A CN103873708A CN201410101059.XA CN201410101059A CN103873708A CN 103873708 A CN103873708 A CN 103873708A CN 201410101059 A CN201410101059 A CN 201410101059A CN 103873708 A CN103873708 A CN 103873708A
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Abstract
The invention discloses an automatic call distribution system which comprises a main control module, a calling person identity judging module, a calling person queuing sequence module, an idle worker judging module, a worker distribution module and a connecting or discouraging module. The calling person identity judging module is used for judging whether calling persons are VIPs or not, the calling person queuing sequence module is used for queuing the calling persons and queuing the VIPs to the front portion of a queue, the idle worker judging module is used for judging whether idle workers exist or not, the worker distribution module is used for connecting the calling persons in the calling person queuing sequence module with the idle workers, a phone connecting module is used for connecting phones of the calling persons with phones of the idle workers, a queuing waiting person processing module is used for carrying out work such as playing waiting music for the queuing persons, broadcasting the positions of persons in the queue, and discouraging. The automatic call distribution system is simple in structure and efficient in use.
Description
Technical field
The present invention relates to distribution system, relate in particular to a kind of system of automatic call dispatching.
Background technology
Application international, the domestic system of automatic call dispatching for call center is more and more extensive now, but all each variant, combination between each call center also has many problems, the processing of some problem may be difficult to, suppose the domestic enterprise that is configured to foundation with Company with branches, on network, at present some adopts star configuration, and it is not very difficult between parent company and branch company, transmitting data and voice, but combination between branch company and branch company, coordinates and can become very complicated.Transmission about separate data logically neither be very clearly demarcated, and the dynamic routing of voice is also quite loaded down with trivial details.
Replace:
The world today, the application of call center is more and more extensive, and countless medium-sized and small enterprises are recognized the important function of call center.Traditional hardware call center system is expensive, networking complexity, and autgmentability is poor, lacks the shortcomings such as flexibility and makes medium-sized and small enterprises hang back.Therefore obtain great development taking Softswitch technology as basic call center system, such call center has low price, and networking is simple, and stability is strong, and autgmentability is high, has the advantages such as higher flexibility.As conventional call centers is just difficult to amendment after setting up the selection strategy of attending a banquet, and such call center can freely be selected in the time that selection strategy is attended a banquet in setting, as client can freely revise this strategy is dissatisfied.
Summary of the invention
The invention process technical problem to be solved is, a kind of simple in structure, use system of automatic call dispatching more is efficiently provided.
The described system of automatic call dispatching, comprises main control module, calls out personnel identity judge module, calls out personnel's queue module, idle seating judge module, the distribution module of attending a banquet and connection or induce module to retreat;
Described calling personnel identity judge module is connected with described main control module, for judging whether calling personnel are VIP personnel;
Described calling personnel queue module is connected with described main control module and calling personnel identity judge module respectively, for calling personnel being ranked and VIP personnel being discharged to before team;
Whether described idle seating judge module is connected with described main control module, available free for judging seat personnel;
The described distribution module of attending a banquet is connected with described main control module, calling personnel queue module and idle seating judge module respectively, for the calling personnel of the personnel of calling queue module are connected with idle seating;
Described connection or induce module to retreat and be connected with described main control module, is connected with idle seating for calling personnel or induces to retreat.
Also comprise the reallocation module of attending a banquet, the described reallocation module of attending a banquet is connected with the described distribution module of attending a banquet, main control module, calling personnel queue module and idle seating judge module respectively, do not connect for the first time successful personnel for the distribution module of attending a banquet, be again connected with other seat personnel.
Also comprise voice broadcast module, described voice broadcast module is connected with described main control module, for pointing out calling personnel operation, playing and hold music and play and induce voice to retreat.
Implement the present invention, there is following beneficial effect:
The invention process comprises main control module, calls out personnel identity judge module, calls out personnel's queue module, idle seating judge module, the distribution module of attending a banquet and connection or induce module to retreat; By the cooperating of above-mentioned each module, more optimize call flow, not only structure is simpler, and operating efficiency is also higher.
Brief description of the drawings
Fig. 1 is that system of automatic call dispatching workflow of the present invention is implemented structural representation.
Embodiment
For making the object, technical solutions and advantages of the present invention clearer, below in conjunction with accompanying drawing, the present invention is described in further detail.
The invention process system of automatic call dispatching, comprises main control module, calls out personnel identity judge module, calls out personnel's queue module, idle seating judge module, the distribution module of attending a banquet and connection or induce module to retreat;
Call out personnel identity judge module and be connected with main control module, for judging whether calling personnel are VIP personnel;
Calling personnel queue module is connected with main control module and calling personnel identity judge module respectively, for calling personnel being ranked and VIP personnel being discharged to before team;
Whether idle seating judge module is connected with main control module, available free for judging seat personnel;
The distribution module of attending a banquet is connected with main control module, calling personnel's queue module and idle seating judge module respectively, for the calling personnel of the personnel of calling queue module are connected with idle seating;
Connect or induce module to retreat and be connected with main control module, be connected with idle seating for calling personnel or induce to retreat.
Also comprise the reallocation module of attending a banquet, the reallocation module of attending a banquet is connected with the distribution module of attending a banquet, main control module, calling personnel queue module and idle seating judge module respectively, do not connect for the first time successful personnel for the distribution module of attending a banquet, be again connected with other seat personnel.
Also comprise voice broadcast module, voice broadcast module is connected with main control module, for pointing out calling personnel operation, playing and hold music and play and induce voice to retreat.
When customer phone is dialled in after call center system, the voice broadcast module in system will be reported IVR voice message, and client operates according to prompting, and End-Customer phone enters into corresponding queue queue and waits for attending a banquet and receive calls.
Entering after queue queue, whether system calling personnel identity judge module is VIP client by judging this client according to incoming call client's telephone number.If this client is VIP client, system by this client's queuing position in advance, is answered this customer phone immediately to attend a banquet, if this client is not VIP client, this client's queuing position will remain unchanged.
Then system idle seating judge module will judge whether that available free attending a banquet can answer client's phone.In the time there is no idle seating, system voice is reported module will wait for the tinkle of bells and current queuing position for client reports, and client is induced to retreat, allow customer selecting leave a message or wait for the clawback of attending a banquet.Now client also can not operate, and selects to continue to wait for.
Attend a banquet while occurring when available free, the system distribution module of attending a banquet will select suitable attending a banquet to answer client's phone according to the default selection strategy of attending a banquet.Call center of our company selection strategy situation of attending a banquet is: by " ascending by ID ", " by workload from less to more ", " by call volume from less to more ", " according to priority ascending ", " grouping busy ", and these five kinds of elementary tactics compositions.For example, after a client calls in, we can select the mode of " by workload from less to more " which decides attend a banquet and connect this phone, with balance sit workload during the feast.In the time that these five kinds of elementary tactics can not satisfy the demands, these several strategies can be combined, form a composite strategy, as " by workload from less to more, from less to more, priority is ascending for call volume ", system will judge every strategy successively.Finally select suitable attending a banquet and answer customer phone.
Select after suitable attending a banquet when system, will connect client and the phone of attending a banquet.The phone ringing of now attending a banquet, has connect phone if attended a banquet, and can converse with client.After if attend a banquet, exceed sometime ring time, system will be carried out a poll, select other qualified attending a banquet to answer.If all qualified attending a banquet are not all answered this phone, client will keep current queuing position to continue to wait for, until there is idle seating.
After client and the end of conversation of attending a banquet, client exits queue queue, attends a banquet and is set to idle seating.
The invention process comprises main control module, calls out personnel identity judge module, calls out personnel's queue module, idle seating judge module, the distribution module of attending a banquet and connection or induce module to retreat; By the cooperating of above-mentioned each module, more optimize call flow, not only structure is simpler, and operating efficiency is also higher.
Above disclosed is only the better enforcement of invention one, certainly can not limit with this interest field of the present invention, and the equivalent variations of therefore doing according to the claims in the present invention, still belongs to the scope that the present invention is contained.
Claims (3)
1. a system of automatic call dispatching, is characterized in that, comprises main control module, calls out personnel identity judge module, calls out personnel's queue module, idle seating judge module, the distribution module of attending a banquet and connection or induce module to retreat; Described calling personnel identity judge module is connected with described main control module, for judging whether calling personnel are VIP personnel; Described calling personnel queue module is connected with described main control module and calling personnel identity judge module respectively, for calling personnel being ranked and VIP personnel being discharged to before team; Whether described idle seating judge module is connected with described main control module, available free for judging seat personnel; The described distribution module of attending a banquet is connected with described main control module, calling personnel queue module and idle seating judge module respectively, for the calling personnel of the personnel of calling queue module are connected with idle seating; Described connection or induce module to retreat and be connected with described main control module, is connected with idle seating for calling personnel or induces to retreat.
2. the system of automatic call dispatching according to claim 1, it is characterized in that, also comprise the reallocation module of attending a banquet, the described reallocation module of attending a banquet is connected with the described distribution module of attending a banquet, main control module, calling personnel queue module and idle seating judge module respectively, do not connect for the first time successful personnel for the distribution module of attending a banquet, be again connected with other seat personnel.
3. the system of automatic call dispatching according to claim 1, is characterized in that, also comprises voice broadcast module, and described voice broadcast module is connected with described main control module, for pointing out calling personnel operation, playing and hold music and play and induce voice to retreat.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410101059.XA CN103873708A (en) | 2013-05-21 | 2014-03-19 | Automatic call distribution system |
Applications Claiming Priority (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201320283334 | 2013-05-21 | ||
| CN201320283334.5 | 2013-05-21 | ||
| CN201410101059.XA CN103873708A (en) | 2013-05-21 | 2014-03-19 | Automatic call distribution system |
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| Publication Number | Publication Date |
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| CN103873708A true CN103873708A (en) | 2014-06-18 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN201410101059.XA Pending CN103873708A (en) | 2013-05-21 | 2014-03-19 | Automatic call distribution system |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105979109A (en) * | 2016-06-08 | 2016-09-28 | 商客通尚景科技（上海）股份有限公司 | Distributed incoming call queue system |
| CN106878571A (en) * | 2016-12-23 | 2017-06-20 | 河北远东通信系统工程有限公司 | A kind of self-adapting distribution method for being applied to wireline call |
| CN107666544A (en) * | 2017-06-15 | 2018-02-06 | 平安科技（深圳）有限公司 | A kind of method, apparatus and equipment of management IVR inlet wires |
| CN109862070A (en) * | 2018-12-18 | 2019-06-07 | 平安科技（深圳）有限公司 | Inlet wire optimization method in financial face label business, device and can read access medium |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2001077922A (en) * | 1999-08-06 | 2001-03-23 | Rockwell Electronic Commerce Corp | Call waiting algorithm for telephone exchange |
| CN1293512A (en) * | 1999-10-19 | 2001-05-02 | 日本电气株式会社 | Automatic call distribution system and method |
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2014
- 2014-03-19 CN CN201410101059.XA patent/CN103873708A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2001077922A (en) * | 1999-08-06 | 2001-03-23 | Rockwell Electronic Commerce Corp | Call waiting algorithm for telephone exchange |
| CN1293512A (en) * | 1999-10-19 | 2001-05-02 | 日本电气株式会社 | Automatic call distribution system and method |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105979109A (en) * | 2016-06-08 | 2016-09-28 | 商客通尚景科技（上海）股份有限公司 | Distributed incoming call queue system |
| CN106878571A (en) * | 2016-12-23 | 2017-06-20 | 河北远东通信系统工程有限公司 | A kind of self-adapting distribution method for being applied to wireline call |
| CN106878571B (en) * | 2016-12-23 | 2019-07-02 | 河北远东通信系统工程有限公司 | A kind of self-adapting distribution method applied to wireline call |
| CN107666544A (en) * | 2017-06-15 | 2018-02-06 | 平安科技（深圳）有限公司 | A kind of method, apparatus and equipment of management IVR inlet wires |
| WO2018227768A1 (en) * | 2017-06-15 | 2018-12-20 | 平安科技（深圳）有限公司 | Method, apparatus and device for managing ivr incoming line and computer readable storage medium |
| CN107666544B (en) * | 2017-06-15 | 2020-06-02 | 平安科技（深圳）有限公司 | Method, device and equipment for managing IVR incoming line |
| CN109862070A (en) * | 2018-12-18 | 2019-06-07 | 平安科技（深圳）有限公司 | Inlet wire optimization method in financial face label business, device and can read access medium |
| CN109862070B (en) * | 2018-12-18 | 2022-04-12 | 平安科技（深圳）有限公司 | Incoming line optimization method and device in financial surface signing business and readable access medium |
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Application publication date: 20140618 |