CN103973907A - Active outbound method and system of call center - Google Patents
Active outbound method and system of call center Download PDFInfo
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- CN103973907A CN103973907A CN201410146935.0A CN201410146935A CN103973907A CN 103973907 A CN103973907 A CN 103973907A CN 201410146935 A CN201410146935 A CN 201410146935A CN 103973907 A CN103973907 A CN 103973907A
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Abstract
The invention discloses an active outbound method and system of a call center. The system comprises an active outbound module, wherein the active outbound module comprises a data management unit, a task management unit, a data acquiring unit and an active outbound unit, and data to be called are stored in the data management unit; calling tasks are built in the task management unit, and imported data are selected from the data management unit; the data acquiring unit acquires the numbers needing to be called from the task management unit; the active outbound unit automatically makes calls according to the acquired numbers; the active outbound unit of the active outbound module sends the numbers which are gotten through to different units of a call center module according to an active outbound routing strategy. The call center achieves automatic calling. Agents do not need to dial the numbers or press buttons, the agent waiting time is shortened, and the call duration rate in unit time of the call operators is increased.
Description
Technical field
The present invention relates to a kind of active calling-out method and system of call center.
Background technology
At present, along with the rise of telephone network and perfect, a lot of enterprises are used phone to market, and telemarketing personnel, still by manual dialup, wait for that the other side connects.Along with business constantly increases.Customer quantity is many, suspension.In unit interval, seat personnel wait for that the other side's response time is long, can not get effective lifting with the time of the other side's call.Manual dialup increases the workload of seat personnel button.After need to waiting for the other side's response time, access seat.
Summary of the invention
The active calling-out method and the system that the invention provides a kind of call center, can realize system automatic call, and seat personnel do not need the button that dials, and reduces the seat stand-by period, promotes seat duration of call ratio in the unit interval.
The present invention realizes by following technological means:
An active calling-out method for call center, comprises following steps:
S1, in Data Management Unit, deposit in and treat call data;
S2, in task administrative unit, set up calling task, and select the data that imported from Data Management Unit;
S3, obtain data cell obtain from described task management unit need call out number;
S4, active call unit, according to the number obtaining, are called out automatically;
The active call unit of S5, active outgoing call module, by the number calling through, according to the routing policy of active outgoing call, moves towards the different units of call center's module.
Further, described routing policy comprises queue, system playback, digital operator, intelligent inquire, intelligent route, wherein at least one of extension set.
Further, carried out the data importing of different batches by user at Data Management Unit, the data that different batches imports are used different marks to carry out mark.
Further, while selecting data, specifying routing policy and number of concurrent, described number of concurrent is the calls that synchronization is initiated.
Further, described routing policy is digital operator, queue or system playback.
Further, by the interface of data capture unit calling task administrative unit, by request to the form spanned file that requires according to active outgoing call unit of number be stored in the catalogue that initiatively specify outgoing call unit.
Finally, initiatively outgoing call unit timing scan outgoing call file directory, make a call according to the content of outgoing call file the inside, after each road end of conversation, the outgoing call file of its execution can be deleted automatically, and data capture unit when scanning next time can be according to current quantity of calling out and outgoing call number of concurrent situation from task management unit requests outgoing call data.
A kind of outer paging system of active of call center, it is characterized in that: comprise initiatively outgoing call module, described active outgoing call module comprises Data Management Unit, task management unit, obtains data cell and active outgoing call unit, the data that described Data Management Unit imports for storing user; Described task management unit is set up outgoing call task for user according to the data that import; The described data cell of obtaining is called out preparation for extract outgoing call data foundation calling file from task management unit; Initiatively outgoing call unit, for timing scan outgoing call file directory, makes a call according to the content of outgoing call file the inside.
Above-described call center, has realized call center system automatic call, does not need seat to carry out push-button dialing operation.Initiatively extension set and the queue route in outgoing call, can make to be directly linked into seat after closing of the circuit, filter on the one hand the number that cannot call through, save on the other hand the stand-by period of seat, improve greatly effective utilization of seat time, thereby made to promote seat duration of call ratio in the unit interval.
Brief description of the drawings
Fig. 1 is initiatively outgoing call system configuration schematic diagram of call center;
Fig. 2 call center is outgoing call workflow schematic diagram initiatively.
Embodiment
Below with reference to accompanying drawing, specific implementation of the present invention is described in detail.
As shown in Figure 1, be structural representation of the present invention.The described call center system 10 that realizes initiatively outgoing call comprises call center's module 11 and active outgoing call module 12.Wherein seat client 20 is the networking telephone or base.Subscription client 40 is the networking telephone, mobile phone or base.Initiatively outgoing call data and task function module of Mixcall operation system 30 management.Initiatively outgoing call calling system is made a call, is entered into call center's module 11 by PSTN network 50 connecting subscribers participating clients 40 by active outgoing call module 12.Wherein, initiatively outgoing call module 12 comprises Data Management Unit 121, task management unit 123, active call unit 122 and data capture unit 124; The data that described Data Management Unit 121 imports for storing user; Described task management unit 123 is set up outgoing call task for user according to the data that import; The described data cell 124 of obtaining is called out preparation for setting up outgoing call file directory from task management unit extraction outgoing call data; Initiatively outgoing call unit 122, for timing scan outgoing call file directory, makes a call according to the content of outgoing call file the inside.
Specifically, each unit is according to the cooperating of flow process shown in Fig. 2.First, in Data Management Unit 121, deposit in and treat call data; User can carry out the data importing of different batches at Data Management Unit 121, and the data that different batches imports are used different marks to carry out mark.Then, in task administrative unit 123, set up calling task, and select the data that imported from Data Management Unit 121; While selecting data, can specify routing policy and number of concurrent, described number of concurrent is the calls that synchronization is initiated simultaneously; It is wherein a kind of that the routing policy of specifying is preferably digital operator, queue or playback module.Then, obtain data cell 124 and obtain the number that needs calling from described task management unit 123; Obtain the interface of data cell 124 calling task administrative units 123, by request to the form that requires according to active outgoing call unit 122 of number data generate outgoing call file and be stored in the outgoing call file directory that initiatively specify outgoing call unit 122.And then active call unit 122, according to the number obtaining, is called out automatically; Concrete, the outgoing call file directory that initiatively outgoing call unit 122 timing scan are specified, make a call according to the content of outgoing call file the inside, after each road end of conversation, the outgoing call file of its execution is deleted automatically, when data capture unit scanning 124 next time, can ask outgoing call data from task management unit 123 according to current quantity of calling out and outgoing call number of concurrent situation; Finally, initiatively the active call unit 122 of outgoing call module, by the number calling through, according to the routing policy of active outgoing call, moves towards the different units of call center's module.Wherein said routing policy comprises queue, system playback, digital operator, intelligent inquire, intelligent route, wherein at least one of extension set, and the different units of described call center's module 11 comprises queue unit 116, digital operator unit 115, system playback unit 114, intelligent inquire unit 113, intelligent routing unit 112, extension unit 111.
The selection of routing policy is set according to self needing by user, when routing policy is extension set, active call unit 122 is switched to the subscription client calling through 40 the idle extension unit 111 of seat client 20, and this call policy seat can not need button dialing numbers can connect seat.
When routing policy is queue, active call unit 122 is by the subscription client calling through 40 queue unit 116 that circulates, and queue unit 116 will be according to the idle seat client 20 of queue ring strategy demand working.
Queue unit 116 can be waited for the subscription client calling through 40 not accessing seat client 20, reached the object of preliminary call.As available free seat client 20 will be connected at once, thereby seat is saved to the stand-by period.
When routing policy is intelligent route, subscription client 40 circulations are to intelligent routing unit 112, and intelligent routing unit 112 carries out flow process control according to third-party class of business.
When routing policy is intelligent inquire, subscription client 40 circulations are to intelligent inquire unit 112, and intelligent inquire unit 112 carries out voice broadcast and the flow process control of data according to third-party class of business.
When routing policy is system playback, subscription client 40 circulations are to system playback unit 114, and voice will be reported in system playback unit 114.
When routing policy is digital operator, subscription client 40 circulations are to digital operator unit 115; Numeral operator unit 115 provides process selecting function.
More than realize system automatic call, seat does not need the push-button dialing operation of carrying out, the extension set of call center and queue route, can make to be directly linked into seat after closing of the circuit, filter on the one hand the number that cannot call through, save on the other hand the waiting time of seat, improved greatly effective utilization of seat time, thereby make to promote seat duration of call ratio in the unit interval.
In addition, the present invention also provides other routing policies, in the time not needing manual service, carries out other operation flow expansions.
The scheme that the present invention is carried out to simple change gained also, within the scope of protection of the invention, does not enumerate at this.
Claims (8)
1. an active calling-out method for call center, is characterized in that: comprise following steps:
S1, in Data Management Unit, deposit in and treat call data;
S2, in task administrative unit, set up calling task, and select the data that imported from Data Management Unit;
S3, obtain data cell obtain from described task management unit need call out number;
S4, active call unit, according to the number obtaining, are called out automatically;
The active call unit of S5, active outgoing call module, by the number calling through, according to the routing policy of active outgoing call, moves towards the different units of call center's module.
2. the active calling-out method of call center according to claim 1, is characterized in that: the routing policy in described S5 comprises queue, system playback, digital operator, intelligent inquire, intelligent route, wherein at least one of extension set.
3. the active calling-out method of call center according to claim 1, is characterized in that: in described S1, carried out at Data Management Unit the data importing of different batches by user, the data that different batches imports are used different marks to carry out mark.
4. the active calling-out method of call center according to claim 1, is characterized in that: while selecting data in described S2, specifying routing policy and number of concurrent, described number of concurrent is the calls that synchronization is initiated.
5. the active calling-out method of call center according to claim 4, is characterized in that: described routing policy is digital operator, queue or system playback.
6. the active calling-out method of call center according to claim 1, it is characterized in that: in described S3 by the interface of data capture unit calling task administrative unit, by request to the form spanned file that requires according to active outgoing call unit of number be stored in the outgoing call file directory that initiatively specify outgoing call unit.
7. the active calling-out method of call center according to claim 6, it is characterized in that: initiatively outgoing call unit timing scan outgoing call file directory, make a call according to the content of outgoing call file the inside, after each road end of conversation, the outgoing call file of its execution can be deleted automatically, and data capture unit when scanning next time can be according to current quantity of calling out and outgoing call number of concurrent situation from task management unit requests outgoing call data.
8. the outer paging system of the active of a call center, it is characterized in that: comprise initiatively outgoing call module, described active outgoing call module comprises Data Management Unit, task management unit, obtains data cell and active outgoing call unit, the data that described Data Management Unit imports for storing user; Described task management unit is set up outgoing call task for user according to the data that import; The described data cell of obtaining is called out preparation for setting up outgoing call file from task management unit extraction outgoing call data; Initiatively outgoing call unit, for timing scan outgoing call file directory, makes a call according to the content of outgoing call file the inside.
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| CN201410146935.0A CN103973907A (en) | 2014-04-14 | 2014-04-14 | Active outbound method and system of call center |
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Cited By (13)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104270401A (en) * | 2014-08-25 | 2015-01-07 | 江苏鸿信系统集成有限公司 | Cache-based automatic outbound method of IVR (Interactive Voice Response) |
| CN106331394A (en) * | 2016-10-19 | 2017-01-11 | 上海携程商务有限公司 | Voice outbound system and outbound method |
| CN106506883A (en) * | 2016-10-25 | 2017-03-15 | 上海携程商务有限公司 | The calling-out method of call center and system |
| CN106657691A (en) * | 2016-08-31 | 2017-05-10 | 江苏鸿信系统集成有限公司 | Telephone traffic transfer method based on call state |
| CN107566667A (en) * | 2017-08-09 | 2018-01-09 | 北京五八到家信息技术有限公司 | A kind of intelligent call method and system for being used for telemarketing or call-on back by phone |
| CN107645615A (en) * | 2017-09-30 | 2018-01-30 | 上海二三四五金融科技有限公司 | A kind of control method of the audio call of more operator multi-users, apparatus and system |
| CN107872592A (en) * | 2016-09-26 | 2018-04-03 | 平安科技（深圳）有限公司 | Method of calling and device based on collection |
| WO2018228343A1 (en) * | 2017-06-12 | 2018-12-20 | 平安科技（深圳）有限公司 | Road rescue method and application server |
| CN109274841A (en) * | 2018-08-24 | 2019-01-25 | 平安科技（深圳）有限公司 | Telemarketing method, system and platform and computer readable storage medium |
| CN110113499A (en) * | 2019-05-10 | 2019-08-09 | 南京硅基智能科技有限公司 | Virtual mobile phone intelligent call method and system based on cloud |
| CN111800415A (en) * | 2020-07-03 | 2020-10-20 | 上海浦东发展银行股份有限公司 | Call control system, method, equipment and storage medium based on soft switch |
| CN112291142A (en) * | 2020-10-26 | 2021-01-29 | 浙江百应科技有限公司 | Cloud communication method and system based on intelligent routing |
| CN112508385A (en) * | 2020-12-03 | 2021-03-16 | 平安科技（深圳）有限公司 | Agent resource allocation method and device, computer equipment and storage medium |
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Cited By (15)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104270401A (en) * | 2014-08-25 | 2015-01-07 | 江苏鸿信系统集成有限公司 | Cache-based automatic outbound method of IVR (Interactive Voice Response) |
| CN106657691A (en) * | 2016-08-31 | 2017-05-10 | 江苏鸿信系统集成有限公司 | Telephone traffic transfer method based on call state |
| CN107872592A (en) * | 2016-09-26 | 2018-04-03 | 平安科技（深圳）有限公司 | Method of calling and device based on collection |
| CN106331394A (en) * | 2016-10-19 | 2017-01-11 | 上海携程商务有限公司 | Voice outbound system and outbound method |
| CN106506883A (en) * | 2016-10-25 | 2017-03-15 | 上海携程商务有限公司 | The calling-out method of call center and system |
| WO2018228343A1 (en) * | 2017-06-12 | 2018-12-20 | 平安科技（深圳）有限公司 | Road rescue method and application server |
| CN107566667A (en) * | 2017-08-09 | 2018-01-09 | 北京五八到家信息技术有限公司 | A kind of intelligent call method and system for being used for telemarketing or call-on back by phone |
| CN107566667B (en) * | 2017-08-09 | 2020-02-18 | 长沙市到家悠享网络科技有限公司 | Intelligent calling method and system for telephone sales or telephone return visit |
| CN107645615A (en) * | 2017-09-30 | 2018-01-30 | 上海二三四五金融科技有限公司 | A kind of control method of the audio call of more operator multi-users, apparatus and system |
| CN109274841A (en) * | 2018-08-24 | 2019-01-25 | 平安科技（深圳）有限公司 | Telemarketing method, system and platform and computer readable storage medium |
| CN110113499A (en) * | 2019-05-10 | 2019-08-09 | 南京硅基智能科技有限公司 | Virtual mobile phone intelligent call method and system based on cloud |
| CN111800415A (en) * | 2020-07-03 | 2020-10-20 | 上海浦东发展银行股份有限公司 | Call control system, method, equipment and storage medium based on soft switch |
| CN112291142A (en) * | 2020-10-26 | 2021-01-29 | 浙江百应科技有限公司 | Cloud communication method and system based on intelligent routing |
| CN112291142B (en) * | 2020-10-26 | 2022-10-18 | 浙江百应科技有限公司 | Cloud communication method and system based on intelligent routing |
| CN112508385A (en) * | 2020-12-03 | 2021-03-16 | 平安科技（深圳）有限公司 | Agent resource allocation method and device, computer equipment and storage medium |
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Application publication date: 20140806 |