CN104580760A - CTI (computer telephony integration) call center platform - Google Patents

Abstract

The invention discloses a CTI (computer telephony integration) call center platform. The CTI call center platform comprises a CTI database and a business database, wherein an output end of the CTI database and an output end of the business database are both connected with an input end of a CTI middleware module and an input end of an enterprise application module; the input end of the CTI middleware module and the input end of the enterprise application module are further connected with an output end of an OCX (object linking and embedding control extension) control module; the CTI middleware module comprises a CTI call control module, an IVR (interactive voice response) voice navigation module, an ACD (automatic call distribution) intelligent distribution module, an REC total recording module, an AGE (agent)seat service module, a PBX (private branch exchange) telephone exchange module, an SMS (short messaging service) notice module and a DB (database) data access module. According to the design concept of a common platform, a closed mode is broken through, an open type bottom platform is established, and more hardware products and more signaling access modes are better supported; meanwhile, IVR interactive establishment adopts a visual process strategy mode, accordingly, the usability and operability are higher, and the design is more flexible.

Description

CTI Call Center Platform

Technical field

The present invention be more particularly directed to a kind of CTI Call Center Platform.

Background technology

Along with the development of modern communication technology, call center is based upon in scale and is progressively tending towards generalization, but require more and more higher for the Criterion of call center, more hardware provides producer, more signaling access way, interactive voice response more flexibly (IVR) design has become the basic demand that call center is built by enterprise.

Current CTI calls out software generally needs the fixed product according to formulating producer to carry out customized development, once product type is changed or changed hardware, the bottom of original system must remodify alternately.Simultaneously current interactive voice response (IVR) setting procedure, smart allocation (ACD) arrange and generally compare solidification, if user needs to adjust flow process, can only remodify program, and lack back-stage management.

Therefore those skilled in the art are devoted to develop a kind of ease for use and operability is higher, design CTI Call Center Platform more flexibly.

Summary of the invention

Because the above-mentioned defect of prior art, technical problem to be solved by this invention is to provide a kind of ease for use and operability is higher, design CTI Call Center Platform more flexibly.

For achieving the above object, the invention provides a kind of CTI Call Center Platform, comprise CTI database, Service Database, the output of this CTI database and the output of Service Database all with the input of CTI middleware module, the input of enterprise application modules is connected, it is characterized in that: the input of described CTI middleware module, enterprise application modules input is also connected with the output of OCX control module, described CTI middleware module comprises CTI Call Control Block, IVR Voice Navigation module, ACD smart allocation module, the omnidistance recording module of REC, AGE attends a banquet service module, PBX telephone exchange module, SMS messaging notification module and DB Data access module,

This CTI Call Control Block is used for incoming call management and outgoing call management,

This IVR Voice Navigation module is used for interactive voice response,

This ACD smart allocation module is used for carrying out smart allocation to incoming call, and is automatically forwarded to appointment and attends a banquet,

The omnidistance recording module of this REC is used for recording to traffic,

This AGE attends a banquet service module for management of attending a banquet, and is undertaken alternately by OCX control module and enterprise application modules,

This SMS messaging notification module is used for sending note to user.

Adopt the call platform of said structure, with the pattern of general-purpose platform, CTI Call Center Platform is arranged on speech ciphering equipment industrial computer or formulates on server, mutual with speech ciphering equipment hardware in bottom, carry out bottom control, phone is mutually integrated with computer function, control multiplex telephony connecting system simultaneously, reasonable distribution system resource, provides system control interface, support more hardware vendors, access signaling, product opening is higher.And mutual with the schema management CTI Call Center Platform of backstage configuration management and bottom hardware, flow custom interface, support script command simultaneously, support that the com component of standard calls, and this incoming call plateform system realizes smooth expansion, each resource module can add combination arbitrarily.Adopt general-purpose platform to provide complete application module, flexible, open development interface is with business Integrated Simulation, and provide the end application of attending a banquet based on com component, client can apply needs according to self, and fast and simple implementation platform is built.And can not the problem of flexible configuration for floor portions based on traditional CT I platform, current platform can comprise smart allocation (ACD) by freely having configured, computer telephone integration (CTI), interactive voice response (IVR), incoming call management (ICM), the configurations of outgoing call management (OCM), and have visual back-stage management platform, fast easy to adjust.By backstage, CTI call center ACD smart allocation block configuration, ACD traffic smart allocation can be realized, smart allocation is carried out to incoming call, can distribute incoming call by idleness of attending a banquet, the duration of call, talk times, grade etc. of attending a banquet, be automatically forwarded to appointment and attend a banquet.By backstage IVR Voice Navigation block configuration, IVR auto Voice-Flow can be realized, can customize the Voice Navigation of configuration menu formula, the automatic speech functions such as self-assisted voice inquiry, tone information.To be attended a banquet function setting by backstage, management of attending a banquet can be realized, simultaneously by the exploitation of OCX control can to user have by oneself customer service system, customer relation management (CRM), group telephone (PBX) or relevant attend a banquet to hold to serve etc. carry out alternately.Described operator attendance flow process is queued up according to ACD rule and is carried out routing, after successful connection, CTI Call Center Platform provides conventional OCX control to support, and traffic is mutual, if client thinks to embed existed system as required, by introducing OCX control or secondary development simple realization.

Described enterprise application modules comprises attend a banquet end service module, CTI flow process configuration module, CTI Back Administration Module, statistical report form module, ERP system module, CRM administration module and OA system module.

Described CTI Call Control Block comprises ICM incoming call management and OCM outgoing call management, and this ICM incoming call management comprises following steps:

A), after receiving incoming call, the checking of incoming call group rank is carried out;

B) incoming call sets of lines is selected according to priority;

C) carrying out whether blacklist checking, is just terminate call, noly just enters steps d);

D) carrying out whether work hours checking, is just enter as step f), noly just enter step e);

E) message or call forwarding policy validation is enabled, by then entering message or call forwarding flow process, not by then entering step f);

F) appointment flow process strategy is entered;

This OCM outgoing call supervisory packet is containing following steps:

A) attend a banquet electricity time, enable exhalation channel authentication, not by verifying then call failure, by checking then enter step B);

B) checking of breathing out of attending a banquet is enabled, by verifying assigned number of then normally breathing out, not by verifying then call failure.

Effectively can be managed Inbound Calls by incoming call management (ICM), judge to carry out incoming call filter by the checking of incoming call group, blacklist, holiday time, that can enable that message or call forwarding strategy realize the special period carrys out electric control simultaneously, effectively increases customer satisfaction degree.

Can be managed traffic exhalation of attending a banquet by outgoing call management (OCM), can to given line enable outgoing call, in the rule settings of exhaling, can also attend a banquet for difference simultaneously and carry out exhalations checking, effective management of guarantee outbound calling.

The invention has the beneficial effects as follows: pin of the present invention is by the design concept of general-purpose platform, and pattern of breaking the seal, sets up opening underlying platform, better supports more hardware product and more signaling access way.Meanwhile, for the mutual structure of IVR, adopt the visualization formulation of flow process strategy, ease for use and operability higher, design more flexible.

Accompanying drawing explanation

Fig. 1 is the schematic diagram of the embodiment of the invention;

Fig. 2 is the schematic diagram of ICM incoming call management in Fig. 1;

Fig. 3 is the schematic diagram of OCM outgoing call management in Fig. 1.

Embodiment

Below in conjunction with accompanying drawing embodiment, the invention will be further described:

As Fig. 1, shown in Fig. 2 and Fig. 3, the present embodiment comprises and comprises CTI database, Service Database, the output of this CTI database and the output of Service Database all with the input of CTI middleware module, the input of enterprise application modules is connected, the input of described CTI middleware module, enterprise application modules input is also connected with the output of OCX control module, described CTI middleware module comprises CTI Call Control Block, IVR Voice Navigation module, ACD smart allocation module, the omnidistance recording module of REC, AGE attends a banquet service module, PBX telephone exchange module, SMS messaging notification module and DB Data access module,

This CTI Call Control Block is used for incoming call management and outgoing call management,

This IVR Voice Navigation module is used for interactive voice response,

This ACD smart allocation module is used for carrying out smart allocation to incoming call, and is automatically forwarded to appointment and attends a banquet,

The omnidistance recording module of this REC is used for recording to traffic,

This AGE attends a banquet service module for management of attending a banquet, and is undertaken alternately by OCX control module and enterprise application modules,

This SMS messaging notification module is used for sending note to user.

Described enterprise application modules comprises attend a banquet end service module, CTI flow process configuration module, CTI Back Administration Module, statistical report form module, ERP system module, CRM administration module and OA system module.

As shown in Figure 2, described CTI Call Control Block comprises ICM incoming call management and OCM outgoing call management, and this ICM incoming call management comprises following steps:

A), after receiving incoming call, the checking of incoming call group rank is carried out;

B) incoming call sets of lines is selected according to priority;

C) carrying out whether blacklist checking, is just terminate call, noly just enters steps d);

D) carrying out whether work hours checking, is just enter as step f), noly just enter step e);

E) message or call forwarding policy validation is enabled, by then entering message or call forwarding flow process, not by then entering step f);

F) appointment flow process strategy is entered;

As shown in Figure 3, this OCM outgoing call supervisory packet is containing following steps:

A) attend a banquet electricity time, enable exhalation channel authentication, not by verifying then call failure, by checking then enter step B);

B) checking of breathing out of attending a banquet is enabled, by verifying assigned number of then normally breathing out, not by verifying then call failure.

More than describe preferred embodiment of the present invention in detail.Should be appreciated that those of ordinary skill in the art just design according to the present invention can make many modifications and variations without the need to creative work.Therefore, all technical staff in the art, all should by the determined protection range of claims under this invention's idea on the basis of existing technology by the available technical scheme of logical analysis, reasoning, or a limited experiment.

Claims (3)

1. a CTI Call Center Platform, comprise CTI database, Service Database, the output of this CTI database and the output of Service Database all with the input of CTI middleware module, the input of enterprise application modules is connected, it is characterized in that: the input of described CTI middleware module, enterprise application modules input is also connected with the output of OCX control module, described CTI middleware module comprises CTI Call Control Block, IVR Voice Navigation module, ACD smart allocation module, the omnidistance recording module of REC, AGE attends a banquet service module, PBX telephone exchange module, SMS messaging notification module and DB Data access module,

This CTI Call Control Block is used for incoming call management and outgoing call management,

This IVR Voice Navigation module is used for interactive voice response,

This ACD smart allocation module is used for carrying out smart allocation to incoming call, and is automatically forwarded to appointment and attends a banquet,

The omnidistance recording module of this REC is used for recording to traffic,

This AGE attends a banquet service module for management of attending a banquet, and is undertaken alternately by OCX control module and enterprise application modules,

This SMS messaging notification module is used for sending note to user.

2. CTI Call Center Platform as claimed in claim 1, is characterized in that: described enterprise application modules comprises attend a banquet end service module, CTI flow process configuration module, CTI Back Administration Module, statistical report form module, ERP system module, CRM administration module and OA system module.

3. CTI Call Center Platform as claimed in claim 1 or 2, is characterized in that: described CTI Call Control Block comprises ICM incoming call management and OCM outgoing call management, and this ICM incoming call management comprises following steps:

A), after receiving incoming call, the checking of incoming call group rank is carried out;

B) incoming call sets of lines is selected according to priority;

C) carrying out whether blacklist checking, is just terminate call, noly just enters steps d);

D) carrying out whether work hours checking, is just enter as step f), noly just enter step e);

E) message or call forwarding policy validation is enabled, by then entering message or call forwarding flow process, not by then entering step f);

F) appointment flow process strategy is entered;

This OCM outgoing call supervisory packet is containing following steps:

A) attend a banquet electricity time, enable exhalation channel authentication, not by verifying then call failure, by checking then enter step B);

B) checking of breathing out of attending a banquet is enabled, by verifying assigned number of then normally breathing out, not by verifying then call failure.