CN104125353A - Call processing method and device - Google Patents
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- CN104125353A CN104125353A CN201410401552.3A CN201410401552A CN104125353A CN 104125353 A CN104125353 A CN 104125353A CN 201410401552 A CN201410401552 A CN 201410401552A CN 104125353 A CN104125353 A CN 104125353A
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Abstract
The invention discloses a call processing method and device. Compared with the prior art that only one calling platform is operated to handle with calling requests sent by a calling access device, the method has the advantages that the calling access device applies, the calling access device is connected with a plurality of calling platforms, and the calling platforms are in opening state and can handle with the calling requests sent by the calling access device. The method comprises the following steps: receiving a targeted calling request from a user; determining backup calling seats corresponding to the type of a targeted service to be handled in the target calling request; determining a targeted calling seat in the backup calling seats; sending the targeted calling request to the calling platform that is corresponding to the targeted calling seat to trigger the calling platform to handle with the targeted calling request, in order to realize the handling of the received targeted calling request. With the adoption of the method, the flexibility and reliability of handling with the calling requests can be improved.
Description
Technical field
The application relates to communication technical field, especially a kind of call processing method and device.
Background technology
Call center, is called again Customer Service Center, is the information service system that appliance computer and telephone communication integrated technology integrated treatment user call out.Described call center is as the technical support centre in IT industry, phone Claims Resolution center or the electrical network Customer Service Center etc. of insurance industry.Conventionally, same business company in the whole nation, each is economized (city) and is provided with corresponding calling base, the call request sending in order to process user.
Particularly, call out in base and be provided with calling access device, the call platform being connected with calling access device and the multiple calling positions that are connected with call platform, wherein, call out access device the call request receiving is sent to and this call platform, this call platform and this call request of calling position co-treatment being connected with this call platform.
But current userbase and class of business are expanding gradually, client's call request amount also increases thereupon, in prior art, this call request is sent to the call treatment mode of a fixing call platform, and fail safe is lower.
Summary of the invention
In view of this, the application provides a kind of call processing method and device, in order to solve the lower technical problem of call request processing method fail safe in prior art.The technical scheme that the application provides is as follows:
A kind of call processing method, is applied to calling access device, and described calling access device is connected with multiple call platforms, and each call platform is connected with at least one calling position, and each call platform is all in opening, and the method comprises:
Receive the target call request that user sends; Wherein, in described target call request, include the pending type of service of target;
According to the corresponding relation between type of service and calling position, determine at least one alternate call seat corresponding with the pending type of service of described target;
Determine the target call seat in described alternate call seat;
Described target call request is sent to the call platform being connected with described target call seat, triggers this call platform this target call request is responded.
Said method, preferred, when described alternate call seat is while being multiple, the described target call seat of determining in described alternate call seat, comprising:
According to default agent service Weight algorithm, obtain the each self-corresponding weighted value of alternate call seat described in each;
Alternate call seat corresponding maximum in weighted value described in each is defined as to target call seat.
Said method, preferred, described multiple calling positions are arranged in multiple callings base, in the time that described alternate call seat is multiple and is arranged at different calling bases, wherein:
Target call seat in described definite described alternate call seat comprises:
According to calling out access device and calling out the default corresponding relation between base, determine the target call base corresponding with the calling access device that receives described target call request;
Determine that the alternate call seat in described target call base is target call seat.
Said method, preferred, described in each, call platform interconnects, and the method also comprises:
In the time that any call platform breaks down, receipt of call seat link order; Wherein, in described calling position link order, include target call platform mark;
Determine the target call seat that is connected with this fault call platform, and described target call seat is connected to described target call platform identifies corresponding target call platform;
In the time that this fault call platform has the call request of just processing, this call request is switched to described target call platform.
Said method, preferred, described in each, in call platform, the server of same function is multiple, and each server is all in opening and be connected to each other, and the method also comprises:
In the time that any server in any call platform breaks down, the call request receiving on this server is delivered to coupled any server.
The application also provides a kind of call-processing arrangement, be applied to calling access device, described calling access device is connected with multiple call platforms, and each call platform is connected with at least one calling position, and each call platform is all in opening, and this device comprises:
Call request receiver module, the target call request sending for receiving user; Wherein, in described target call request, include the pending type of service of target;
Alternative seat determination module, for the corresponding relation according between type of service and calling position, determines at least one alternate call seat corresponding with the pending type of service of described target;
Target seat determination module, for determining the target call seat of described alternate call seat;
Call request respond module, for described target call request being sent to the call platform being connected with described target call seat, triggering this call platform this target call request is responded.
Said apparatus, preferred, when the definite alternate call seat of alternative seat determination module is while being multiple, described target seat determination module comprises:
Weighted value obtains submodule, for according to default agent service Weight algorithm, obtains the each self-corresponding weighted value of alternate call seat described in each;
Target seat is determined submodule, for alternate call the seat corresponding maximum of weighted value described in each is defined as to target call seat.
Said apparatus, preferred, described multiple calling positions are arranged in multiple callings base, in the time that the definite alternate call seat of alternative seat determination module is multiple and is arranged at different calling bases, wherein:
Described target seat determination module comprises:
Submodule is determined in target base, for according to calling out access device and calling out the default corresponding relation between base, determines the target call base corresponding with the calling access device that receives described target call request;
Target seat is determined submodule, for determining that the alternate call seat in described target call base is target call seat.
Said apparatus, preferred, described in each, call platform interconnects, and this device also comprises:
Command reception module, in the time that any call platform breaks down, receipt of call seat link order; Wherein, in described calling position link order, include target call platform mark;
Seat handover module, for determining the target call seat that is connected with this fault call platform, and is connected to described target call platform by described target call seat and identifies corresponding target call platform;
Request handover module, in the time that this fault call platform has the call request of just processing, switches to described target call platform by this call request.
Said apparatus, preferred, described in each, in call platform, the server of same function is multiple, and each server is all in opening and be connected to each other, and this device also comprises:
Handover module in platform, in the time that any server in any call platform breaks down, delivers the call request receiving on this server to coupled any server.
As can be seen here, the application provides a kind of call processing method and device, with in prior art, only have a call platform can process call out access device send call request compared with, this method is applied to calling access device, this calling access device is connected with multiple call platforms, and the plurality of call platform, all in opening, can be processed the call request that described calling access device sends.The method comprises: when receiving after the target call request of user's transmission, determine the alternate call seat corresponding with the pending type of service of target comprising in this target call request, and in alternate call seat determine target call seat, and then this target call request is sent to the call platform corresponding with this target call seat, trigger this call platform and process this target call request, thereby realized the processing of the target call request to receiving.The method that application the application provides can improve flexibility and the reliability of processing call request.
Brief description of the drawings
In order to be illustrated more clearly in the technical scheme in the embodiment of the present application, below the accompanying drawing of required use during embodiment is described is briefly described, apparently, accompanying drawing in the following describes is only some embodiment of the application, for those of ordinary skill in the art, do not paying under the prerequisite of creative work, can also obtain according to these accompanying drawings other accompanying drawing.
The Organization Chart of a kind of call processing system that Fig. 1 provides for the application;
The flow chart of a kind of call processing method embodiment mono-that Fig. 2 provides for the application;
The flow chart of a kind of call processing method embodiment bis-that Fig. 3 provides for the application;
The flow chart of a kind of call processing method embodiment tri-that Fig. 4 provides for the application;
The exemplary plot of a kind of call platform that Fig. 5 provides for the application;
The structural representation of a kind of call-processing arrangement embodiment mono-that Fig. 6 provides for the application;
The structural representation of a kind of call-processing arrangement embodiment bis-that Fig. 7 provides for the application;
The structural representation of a kind of call-processing arrangement embodiment tri-that Fig. 8 provides for the application.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present application, the technical scheme in the embodiment of the present application is clearly and completely described, obviously, described embodiment is only some embodiments of the present application, instead of whole embodiment.Based on the embodiment in the application, those of ordinary skill in the art are not making the every other embodiment obtaining under creative work prerequisite, all belong to the scope of the application's protection.
In call business system, user is by place calls service centre phone or send the modes such as call center's note to the request of call center's transmission call service.Concrete, the common carrier equipment that user uses is sent to user's call service request in call center system as mobile or telecommunication path equipment, in described call center system, be provided with and call out access device, multiple call platform and multiple calling position, wherein, described calling access device is connected with each call platform respectively, and each call platform is connected with at least one calling position.In addition, because call center system is provided with and calls out base in multiple provinces (city), each is called out between base and is connected by information network, and call platform and calling position are arranged to be called out in base.
Referring to Fig. 1, it shows a kind of framework of call center system, includes and call out access device 1, call platform 2, call platform 3, call platform 4, call platform 5, calling position 6, calling position 7, calling position 8, calling position 9, calling position 10 and calling position 11 in this figure.Wherein: described calling access device 1 is connected with each call platform respectively, call platform 2 is connected with calling position 6, call platform 3 is connected with calling position 7 and calling position 8, and call platform 4 is connected with calling position 9, and call platform 5 is connected with calling position 10 and calling position 11.It should be noted that, described in each, call platform, all in opening, all can be processed the call service request that described calling access device 1 sends.
Referring to Fig. 2, it shows the flow chart of a kind of call processing method embodiment mono-that the application provides, and the present embodiment is applied to calling access device, described calling access device be connected with multiple call platforms and described in each call platform all in opening.It should be noted that, described in each, call platform can be the call platform in same call base, can be also the call platform in different multiple callings base.Originally the calling access device practicing calling access device 1 as shown in Figure 1, this calling access device is connected with call platform 2, call platform 3, call platform 4 and call platform 5 respectively, wherein, call platform 2 and call platform 3 are arranged in the first calling base, and call platform 4 and call platform 5 are arranged in the second calling base.This embodiment specifically comprises:
Step 101: receive the target call request that user sends; Wherein, in described target call request, include the pending type of service of target.
Wherein, when the call request that user sends is passed through communication network as PSTN (Public Switched Telephone Network, PSTN) transfer to while calling out access device, receive this call request, in this call request, include pending type of service.It should be noted that, this pending type of service is corresponding with the type of call center system, i.e. any one or more in the service item that the pending business of user request provides for call center system.As described in call center system be national grid service center system, the service item that this system provides comprises that troublshooting, industry expand packaging, business consultation, information consultation, subscription service, complaint, report, recharging and paying and with serving etc., the pending type of service of target comprising in the target call request of user's transmission is troublshooting.
Step 102: according to the corresponding relation between type of service and calling position, determine at least one alternate call seat corresponding with the pending type of service of described target.
Wherein, calling position is by seat hardware device and seat call composition of personnel, to realize relevant control and service function.Concrete, the seat hardware device in calling position refers to the server of processing call request, and calling position service log-on is on certain station server, and this station server is realized calling position business; Seat call personnel are used for providing manual service for call request, concrete as carried out calling processing and outgoing call return visit, the problems such as user's requirement, query, complaint, suggestion and consulting being answered and helped, increase customer satisfaction degree and popularity of enterprise, experience for user brings better user.
It should be noted that, each calling position can be processed the business of at least one type, as calling position 6 can handling failure report for repairment, complain and report business, calling position 7 can be processed business consultation, information consultation and subscription service business, calling position 8 can process report, complain and with energy service business.In addition, the described alternate call seat of determining be described in each in calling position calling position and this calling position in idle condition can process the pending business of described target.Certainly,, because the seat call personnel synchronization in calling position can only be processed a call request, refer to that in the calling position of idle condition this calling position is in current time untreated any business.
Step 103: determine the target call seat in described alternate call seat.
Wherein, described alternate call seat is current available calling position, and described alternate call seat may be one or more, and concrete number is to determine according to current seat service condition.For this target call request receiving, need in alternate call seat, determine that a calling position processes it.If when described alternate call seat is one, this alternate call seat is defined as to target call seat; If when described alternate call seat is multiple, can in multiple alternate call seats, select a calling position as target call seat.
Concrete, described selection mode can be: any one alternate call seat is defined as to target call seat; Can also be according to default agent service Weight algorithm, obtain the each self-corresponding weighted value of alternate call seat described in each, alternate call the seat corresponding maximum in weighted value described in each is defined as to target call seat.Wherein, described agent service Weight algorithm is that treatable calling position business is represented with weight coefficient respectively, certainly each weight coefficient adds and is 1, the weighted value of alternate call seat refers to the weight coefficient of the pending business in the call request of calling position processing target, and then alternate call seat corresponding maximum in weighted value is defined as to target call seat.
For example, alternate call seat is calling position 6 and calling position 8, on calling position 6, accessible business comprises troublshooting, complaint and report business, corresponding weight coefficient is 50%, 20% and 30% respectively, on calling position 8, accessible business comprises report, complains and with can service business, the weight coefficient of correspondence be 30%, 30% and 40% respectively.The pending type of service of target comprising in the target call request that user sends is complaint business, the weight coefficient of the complaint business that weighted value of alternate call seat 6 is its processing is 20%, the weighted value of alternate call seat 8 is that the weight coefficient of the complaint business of its processing is 30%, and target call seat is that the calling position that weighted value is larger is calling position 8.
It should be noted that, in the time that the definite multiple alternate call seats of the present embodiment are multiple and are arranged at multiple callings base, determine that the process of the target call seat in alternate call seat is specially:
According to calling out access device and calling out the default corresponding relation between base, determine the target call base corresponding with the calling access device that receives described target call request;
It should be noted that, various call center systems are provided with and call out base in multiple provinces (city), call out in base and are provided with call platform and calling position.Call out access device and call out between base and there is default corresponding relation, be provided with in the province (city) of calling out base and also need to be provided with corresponding calling access device,, according to described default corresponding relation, in determining step 101, receive the target call base corresponding to calling access device of described target call request.For example, described calling access device is the calling access device 1 shown in Fig. 1, and the calling base corresponding with this calling access device 1 is the first calling base, this first calling base is defined as to target call base.
Determine that the alternate call seat in described target call base is target call seat.
Wherein, the process of determining the alternate call seat in described target call base can be that any alternate call seat in target call base is defined as to target call seat, or according to above-mentioned default agent service Weight algorithm, alternate call seat corresponding the weight limit value in each weighted value in this target call base is defined as to target call seat.
Step 104: described target call request is sent to the call platform being connected with described target call seat, triggers this call platform this target call request is responded.
Wherein, calling position is connected with call platform, and be only connected with a call platform, the target call request receiving in step 101 can be sent to the call platform that the target call seat definite with step 103 is connected, to trigger this call platform, this target call request is responded.Wherein, comprise multiple call processing module in call platform, described response refers to calling module this target call request is processed, and described processing is as carried out any one or more processing such as manual service, recording, monitoring and generating report forms to call request.
From above technical scheme, the present embodiment provides a kind of call processing method, with in prior art, only have a call platform can process call out access device send call request compared with, the method is applied to calling access device, this calling access device is connected with multiple call platforms, and the plurality of call platform, all in opening, can be processed the call request that described calling access device sends.The method comprises: when receiving after the target call request of user's transmission, determine the alternate call seat corresponding with the pending type of service of target comprising in this target call request, and in alternate call seat determine target call seat, and then this target call request is sent to the call platform corresponding with this target call seat, trigger this call platform and process this target call request.The method that applying this enforcement provides has realized the processing of the target call request to receiving, and has improved processing fail safe and the flexibility of call request.
Certainly, in prior art, in order to tackle in the same time period compared with the situation of multi-user's request of making a call, in the call center of a province (city), can be provided with two call platforms, described two call platforms all can be processed user's call request.But described two call platforms are relations of redundancy each other,, in the time that wherein a certain call platform breaks down, just start another call platform.But the multiple call platforms that are connected with the calling access device of the present embodiment application, all in opening, all can be processed the call request that this calling access device sends.
Refer to Fig. 3, it shows the flow chart of a kind of call processing method embodiment bis-that the application provides, this enforcement can be applicable to the calling system shown in above-mentioned Fig. 1, but interconnect between the call platform in this calling system, as the call platform in same call base is connected by local area network (LAN), the different call platforms of calling out in base are connected by information network.Particularly, the present embodiment comprises:
Step 201: receive the target call request that user sends; Wherein, in described target call request, include the pending type of service of target;
Step 202: according to the corresponding relation between type of service and calling position, determine at least one alternate call seat corresponding with the pending type of service of described target;
Step 203: determine the target call seat in described alternate call seat;
Step 204: described target call request is sent to the call platform being connected with described target call seat, triggers this call platform this target call request is responded;
Wherein, step 201 is identical to step 104 with the step 101 in said method embodiment mono-to step 204, and therefore not to repeat here.
Step 205: in the time that any call platform breaks down, receipt of call seat link order; Wherein, in described calling position link order, include target call platform mark.
It should be noted that, in the time that call request handling failure appears in any call platform, can generate calling position link order.This calling position link order is for switching to calling position corresponding this fault call platform the call platform of normal condition.Wherein, the target call platform mark comprising in this calling position link order, this target call platform mark is the call platform of normal condition.
Wherein, the generating mode of calling position link order can be: operate generation by related personnel, operating personnel, when knowing after fault call platform, generate calling position link order; Can also be generated by monitoring equipment, monitoring equipment is monitored the operating state of each call platform, in the time that a certain call platform breaks down, generates calling position link order.
It should be noted that, the call platform that target call platform mark represents can be to belong to the call platform in same call base with this fault call platform, can also be the different call platforms of calling out in base.Preferably, can first select other call platforms in same call base, when the call platform in this calling base is during all in malfunction, can select other to call out the call platform in bases.
Step 206: determine the target call seat that is connected with this fault call platform, and described target call seat is connected to described target call platform identifies corresponding target call platform.
Wherein, the mode of described definite target call seat: can be the operational order that receives related personnel, include target call seat mark in this operational order; Can also be according to the corresponding relation between call platform and calling position, determine the calling position that fault call platform is corresponding, this calling position is target call seat, and then described target call seat is switched to connection, be connected to target call platform, to improve the utilance of calling position.
Step 207: in the time that this fault call platform has the call request of just processing, this call request is switched to described target call platform.
From above technical scheme, in the call processing method that the present embodiment provides, between each call platform, there is interconnective relation, in the time that a certain call platform breaks down, the calling position being connected with this call platform can be switched on the call platform of normal condition, improve the utilance of calling position.And in the time thering is the call request of just processing on this fault call platform, this call request is switched on the call platform of normal condition, thereby ensure the normal process of call request, the processing reliability of call request is provided.
It should be noted that, the call platform of described normal condition and this fault call platform can belong to same call base, also can belong to different calling bases.Therefore, can first in same call base, select normal call platform to switch, when other call platforms in this same call base are during also in malfunction, the calling position of this fault call platform can be switched and is connected to the different call platforms of calling out in base, thereby realize the switching connection of calling out calling position between base.Visible, the switching that this enforcement both can realize on the different call platforms of calling position in same call base connects, and can also realize different switchings of calling out between base and connect, and has greatly improved the reliability of calling system processing call request.
On the basis of above-mentioned any embodiment, also can be included in the step of carrying out call request switching after the server of individual call platform is broken down.As refer to Fig. 4, it shows the flow chart of a kind of call processing method embodiment tri-that the application provides, this enforcement can be applicable to the calling system shown in above-mentioned Fig. 1, but described in each, the server of same function is multiple in call platform, and each server is all in opening and be connected to each other.Particularly, the present embodiment comprises:
Step 301: receive the target call request that user sends; Wherein, in described target call request, include the pending type of service of target;
Step 302: according to the corresponding relation between type of service and calling position, determine at least one alternate call seat corresponding with the pending type of service of described target;
Step 303: determine the target call seat in described alternate call seat;
Step 304: described target call request is sent to the call platform being connected with described target call seat, triggers this call platform this target call request is responded;
Wherein, step 301 is identical to step 104 with the step 101 in said method embodiment mono-to step 304, and therefore not to repeat here.
Step 305: in the time that any server in any call platform breaks down, the call request receiving on this server is delivered to coupled any server.
Wherein, in call platform, include multiple servers, for the treatment of call request.As shown in Figure 5, in call platform, be provided with CTI module, IVR module, recording module, TTS module, monitoring module, Reports module, fax module, ASR module, outgoing call module and PBX module, the server that in each module, equal configuring redundancy server completes same function is multiple for multiple, between each server, be connected by LAN switch equipment, to ensure the high reliability of call platform.In addition, every station server all configures two network interface cards, connects two netting twines, is connected to respectively two core switch, ensures that wall scroll netting twine does not affect server work while going wrong.Wherein: CTI module is computerized call center, IVR module is carried out interactive voice response, TTS module can be converted into voice by text, and ASR module can realize automatic speech recognition and the voice that identify are converted into text, and what FAX module realized is the processing of facsimile data.
It should be noted that, in the time that any server in any call platform in calling base breaks down, the call request of processing on this server can be delivered to coupled any server, this any server is the server in normal operating conditions, thereby realize after in call platform, individual server breaks down, to the normal process of call request, further improve the reliability of call treatment request.
Corresponding said method embodiment mono-, the application also provides a kind of call-processing arrangement, this call-processing arrangement is applied to calling access device, described calling access device is connected with multiple call platforms, each call platform is connected with at least one calling position, and each call platform is all in opening.Wherein, described call-processing arrangement is applied to calling access device can think that this call-processing arrangement is arranged in this calling access device, and therefore this calling access device can be realized the achieved function of this call-processing arrangement.As shown in Figure 6, this call-processing arrangement specifically comprises: call request receiver module 401, alternative seat determination module 402, target seat determination module 403 and call request respond module 404.Wherein:
Call request receiver module 401, the target call request sending for receiving user; Wherein, in described target call request, include the pending type of service of target.
Wherein, when the call request that user sends is passed through communication network as PSTN (Public Switched Telephone Network, PSTN) transfer to while calling out access device, call request receiver module 401 receives this call request, includes pending type of service in this call request.It should be noted that, this pending type of service is corresponding with the type of call center system, i.e. any one or more in the service item that the pending business of user request provides for call center system.As described in call center system be national grid service center system, the service item that this system provides comprises that troublshooting, industry expand packaging, business consultation, information consultation, subscription service, complaint, report, recharging and paying and with serving etc., the pending type of service of target comprising in the target call request of user's transmission is troublshooting.
Alternative seat determination module 402, for the corresponding relation according between type of service and calling position, determines at least one alternate call seat corresponding with the pending type of service of described target.
Wherein, calling position is by seat hardware device and seat call composition of personnel, to realize relevant control and service function.Concrete, the seat hardware device in calling position refers to the server of processing call request, and calling position service log-on is on certain station server, and this station server is realized calling position business; Seat call personnel are used for providing manual service for call request, concrete as carried out calling processing and outgoing call return visit, the problems such as user's requirement, query, complaint, suggestion and consulting being answered and helped, increase customer satisfaction degree and popularity of enterprise, experience for user brings better user.
It should be noted that, each calling position can be processed the business of at least one type, as calling position 6 can handling failure report for repairment, complain and report business, calling position 7 can be processed business consultation, information consultation and subscription service business, calling position 8 can process report, complain and with energy service business.In addition, the described alternate call seats that alternative seat determination module 402 is determined be described in each in calling position calling position and this calling position in idle condition can process the pending business of described target.Certainly,, because the seat call personnel synchronization in calling position can only be processed a call request, refer to that in the calling position of idle condition this calling position is in current time untreated any business.
Target seat determination module 403, for determining the target call seat of described alternate call seat.
Wherein, the definite alternate call seat of described target seat determination module 403 is current available calling position, and described alternate call seat may be one or more, and concrete number is to determine according to current seat service condition.For this target call request receiving, need target seat determination module 403 definite calling position in alternate call seat to process it.If when described alternate call seat is one, this alternate call seat is defined as target call seat by target seat determination module 403; If when described alternate call seat is multiple, target seat determination module 403 can select a calling position as target call seat in multiple alternate call seats.
Concrete, the mode that described target seat determination module 403 is selected can be that any one alternate call seat is defined as to target call seat.In addition, this target seat determination module 403 can specifically comprise that weighted value obtains submodule and target seat is determined submodule, wherein:
Weighted value obtains submodule, for according to default agent service Weight algorithm, obtains the each self-corresponding weighted value of alternate call seat described in each; Target seat is determined submodule, for alternate call the seat corresponding maximum of weighted value described in each is defined as to target call seat.
Wherein, described agent service Weight algorithm is that treatable calling position business is represented with weight coefficient respectively, certainly each weight coefficient adds and is 1, the weighted value of alternate call seat refers to the weight coefficient of the pending business in the call request of calling position processing target, and then target seat determines that alternate call seat corresponding maximum in weighted value is defined as target call seat by submodule.
For example, alternate call seat is calling position 6 and calling position 8, on calling position 6, accessible business comprises troublshooting, complaint and report business, corresponding weight coefficient is 50%, 20% and 30% respectively, on calling position 8, accessible business comprises report, complains and with can service business, the weight coefficient of correspondence be 30%, 30% and 40% respectively.The pending type of service of target comprising in the target call request that user sends is complaint business, the weight coefficient of the complaint business that weighted value of alternate call seat 6 is its processing is 20%, the weighted value of alternate call seat 8 is that the weight coefficient of the complaint business of its processing is 30%, and target call seat is that the calling position that weighted value is larger is calling position 8.
It should be noted that, multiple alternate call seats of determining when the present embodiment are multiple and while being arranged at multiple callings base, and described target seat determination module specifically comprises that target base determines that submodule and target seat determine submodule, wherein:
Submodule is determined in target base, for according to calling out access device and calling out the default corresponding relation between base, determines the target call base corresponding with the calling access device that receives described target call request; Target seat is determined submodule, for determining that the alternate call seat in described target call base is target call seat.
It should be noted that, various call center systems are provided with and call out base in multiple provinces (city), call out in base and are provided with call platform and calling position.Call out access device and call out between base and there is default corresponding relation, be provided with in the province (city) of calling out base and also need to be provided with corresponding calling access device,, according to described default corresponding relation, in determining step 101, receive the target call base corresponding to calling access device of described target call request.For example, described calling access device is the calling access device 1 shown in Fig. 1, and the calling base corresponding with this calling access device 1 is the first calling base, this first calling base is defined as to target call base.
And then target seat determines that submodule determines the process of the alternate call seat in described target call base: can be that any alternate call seat in target call base is defined as to target call seat; Or according to above-mentioned default agent service Weight algorithm, alternate call seat corresponding the weight limit value in each weighted value in this target call base is defined as to target call seat.
Call request respond module 404, for described target call request being sent to the call platform being connected with described target call seat, triggering this call platform this target call request is responded.
Wherein, calling position is connected with call platform, and be only connected with a call platform, the target call request that call request respond module 404 can receive call request receiver module 401 is sent to the call platform that the target call seat definite with target seat determination module 403 is connected, and to trigger this call platform, this target call request is responded.Wherein, comprise multiple call processing module in call platform, described response refers to calling module this target call request is processed, and described processing is as carried out any one or more processing such as manual service, recording, monitoring and generating report forms to call request.
From above technical scheme, the present embodiment provides a kind of call-processing arrangement, with in prior art, only have a call platform can process call out access device send call request compared with, this application of installation is in calling out access device, this calling access device is connected with multiple call platforms, and the plurality of call platform, all in opening, can be processed the call request that described calling access device sends.This device by when receive user send target call request after, determine the alternate call seat corresponding with the pending type of service of target comprising in this target call request, and in alternate call seat determine target call seat, and then this target call request is sent to the call platform corresponding with this target call seat, trigger this call platform and process this target call request.The device that applying this enforcement provides has been realized the processing of the target call request to receiving, and has improved processing fail safe and the flexibility of call request.
Corresponding said method embodiment bis-, the application also provides a kind of call-processing arrangement.Refer to Fig. 7, it shows the structural representation of a kind of call-processing arrangement embodiment bis-that the application provides, and this present embodiment specifically comprises: call request receiver module 501, alternative seat determination module 502, target seat determination module 503, call request respond module 504, command reception module 505, seat handover module 506 and request handover module 507.Wherein:
Module 501 is identical to module 404 with the module 401 of said apparatus embodiment mono-to module 504, does not repeat at this.
Command reception module 505, in the time that any call platform breaks down, receipt of call seat link order; Wherein, in described calling position link order, include target call platform mark;
Seat handover module 506, for determining the target call seat that is connected with this fault call platform, and is connected to described target call platform by described target call seat and identifies corresponding target call platform;
Request handover module 507, in the time that this fault call platform has the call request of just processing, switches to described target call platform by this call request.
It should be noted that, said method embodiment bis-is consulted in module 505 to the realization request of module 507 functions, does not repeat at this.
On the basis of above-mentioned each device embodiment, can also comprise handover module in platform, for the call request on the server breaking down in platform is delivered to the server to normal condition.Corresponding said method embodiment tri-, the application provides a kind of call-processing arrangement.Refer to Fig. 8, it shows the structural representation of a kind of call-processing arrangement embodiment tri-that the application provides, and this present embodiment specifically comprises: handover module 605 in call request receiver module 601, alternative seat determination module 602, target seat determination module 603, call request respond module 604 and platform.Wherein:
Module 601 is identical to module 404 with the module 401 of said apparatus embodiment mono-to module 604, does not repeat at this.
Handover module 605 in platform, in the time that any server in any call platform breaks down, delivers the call request receiving on this server to coupled any server.
It should be noted that, said method embodiment tri-is consulted in the realization request of module 605 functions, does not repeat at this.
It should be noted that, each embodiment in this specification all adopts the mode of going forward one by one to describe, and what each embodiment stressed is and the difference of other embodiment, between each embodiment identical similar part mutually referring to.
To the above-mentioned explanation of the disclosed embodiments, make professional and technical personnel in the field can realize or use the present invention.To be apparent for those skilled in the art to the multiple amendment of these embodiment, General Principle as defined herein can, in the situation that not departing from the spirit or scope of the present invention, realize in other embodiments.Therefore, the present invention will can not be restricted to these embodiment shown in this article, but will meet the widest scope consistent with principle disclosed herein and features of novelty.
Claims (10)
1. a call processing method, is characterized in that, is applied to calling access device, described calling access device is connected with multiple call platforms, each call platform is connected with at least one calling position, and each call platform is all in opening, and the method comprises:
Receive the target call request that user sends; Wherein, in described target call request, include the pending type of service of target;
According to the corresponding relation between type of service and calling position, determine at least one alternate call seat corresponding with the pending type of service of described target;
Determine the target call seat in described alternate call seat;
Described target call request is sent to the call platform being connected with described target call seat, triggers this call platform this target call request is responded.
2. method according to claim 1, is characterized in that, when described alternate call seat is while being multiple, the described target call seat of determining in described alternate call seat, comprising:
According to default agent service Weight algorithm, obtain the each self-corresponding weighted value of alternate call seat described in each;
Alternate call seat corresponding maximum in weighted value described in each is defined as to target call seat.
3. method according to claim 1, is characterized in that, described multiple calling positions are arranged in multiple callings base, in the time that described alternate call seat is multiple and is arranged at different calling bases, wherein:
Target call seat in described definite described alternate call seat comprises:
According to calling out access device and calling out the default corresponding relation between base, determine the target call base corresponding with the calling access device that receives described target call request;
Determine that the alternate call seat in described target call base is target call seat.
4. method according to claim 1, is characterized in that, described in each, call platform interconnects, and the method also comprises:
In the time that any call platform breaks down, receipt of call seat link order; Wherein, in described calling position link order, include target call platform mark;
Determine the target call seat that is connected with this fault call platform, and described target call seat is connected to described target call platform identifies corresponding target call platform;
In the time that this fault call platform has the call request of just processing, this call request is switched to described target call platform.
5. according to the method described in claim 1 to 4 any one, it is characterized in that, described in each, the server of same function is multiple in call platform, and each server is all in opening and be connected to each other, and the method also comprises:
In the time that any server in any call platform breaks down, the call request receiving on this server is delivered to coupled any server.
6. a call-processing arrangement, is characterized in that, is applied to calling access device, described calling access device is connected with multiple call platforms, each call platform is connected with at least one calling position, and each call platform is all in opening, and this device comprises:
Call request receiver module, the target call request sending for receiving user; Wherein, in described target call request, include the pending type of service of target;
Alternative seat determination module, for the corresponding relation according between type of service and calling position, determines at least one alternate call seat corresponding with the pending type of service of described target;
Target seat determination module, for determining the target call seat of described alternate call seat;
Call request respond module, for described target call request being sent to the call platform being connected with described target call seat, triggering this call platform this target call request is responded.
7. device according to claim 6, is characterized in that, when the definite alternate call seat of alternative seat determination module is while being multiple, described target seat determination module comprises:
Weighted value obtains submodule, for according to default agent service Weight algorithm, obtains the each self-corresponding weighted value of alternate call seat described in each;
Target seat is determined submodule, for alternate call the seat corresponding maximum of weighted value described in each is defined as to target call seat.
8. device according to claim 6, is characterized in that, described multiple calling positions are arranged in multiple callings base, in the time that the definite alternate call seat of alternative seat determination module is multiple and is arranged at different calling bases, wherein:
Described target seat determination module comprises:
Submodule is determined in target base, for according to calling out access device and calling out the default corresponding relation between base, determines the target call base corresponding with the calling access device that receives described target call request;
Target seat is determined submodule, for determining that the alternate call seat in described target call base is target call seat.
9. device according to claim 6, is characterized in that, described in each, call platform interconnects, and this device also comprises:
Command reception module, in the time that any call platform breaks down, receipt of call seat link order; Wherein, in described calling position link order, include target call platform mark;
Seat handover module, for determining the target call seat that is connected with this fault call platform, and is connected to described target call platform by described target call seat and identifies corresponding target call platform;
Request handover module, in the time that this fault call platform has the call request of just processing, switches to described target call platform by this call request.
10. according to the device described in claim 6 to 9 any one, it is characterized in that, described in each, the server of same function is multiple in call platform, and each server is all in opening and be connected to each other, and this device also comprises:
Handover module in platform, in the time that any server in any call platform breaks down, delivers the call request receiving on this server to coupled any server.
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| CN201410401552.3A CN104125353A (en) | 2014-08-15 | 2014-08-15 | Call processing method and device |
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