CN105100517A - Agent bidding method and agent bidding system - Google Patents
Agent bidding method and agent bidding system Download PDFInfo
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- CN105100517A CN105100517A CN201410187162.0A CN201410187162A CN105100517A CN 105100517 A CN105100517 A CN 105100517A CN 201410187162 A CN201410187162 A CN 201410187162A CN 105100517 A CN105100517 A CN 105100517A
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- seat
- amateurish
- call center
- calling
- capacity
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- Engineering & Computer Science (AREA)
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- Telephonic Communication Services (AREA)
Abstract
The invention discloses an agent bidding method and an agent bidding system. the method comprises steps: when amateur agents are registered to a call center system, registration information of the amateur agents is received, and according to configuration on the amateur agents by a configuration device, the amateur agents are divided into agent groups; when a user calls the call center system, if all professional agents are busy, the call and channel associated data of the call are received; according to the channel associated data, group calling is carried out on idle amateur agents in the corresponding amateur agent groups; and reply messages from the idle amateur agents are received, and the amateur agent which firstly gives a reply is selected to answer the call. Thus, when the user succeeds in queuing a router, the user can build conversation with a customer representative, and use by the user is facilitated.
Description
Technical field
The present invention relates to communication technical field, particularly relate to the competing calibration method of a kind of seat and seat competitive bidding system.
Background technology
Call center be a kind of based on computer communication integrated technology, make full use of communication network and computer network multiple function integrated, and the integrated information service system be connected as a single entity with enterprise.When a user initiates a call, call center carries out assembled classification according to the area of user, language, customer grade, the attribute information such as consulting or complaint, is mapped to different calling technical ability.Seat has been endowed multiple different technical ability according to the ability had.Call center, according to calling technical ability, selects a seat having this technical ability to carry out calling process.
Along with the development of call-center technology, the call center of increasing enterprise oneself.Call Center Platform construction cost is not high, but the Cost Problems of customer representative is given prominence to gradually.Therefore, amateurish seat is used to solve this problem in prior art.
If someone is familiar with certain product very much, he can apply to become the customer representative of the call center of producer of multiple production same type product, and it must log on multiple call center.Seat client is different application, and therefore, the state of amateurish seat cannot obtain unified control, and the state of amateurish seat in a call heart A is idle condition, and heart B may be then busy condition in a call.According to existing mode, when professional seat hurries green,, according to the queuing request of user, queue up and be routed on an amateurish seat meeting the calling technical ability of user's calling in call center, but due to the state of now amateurish seat be not accurately, therefore when queuing is routed to amateurish seat, this amateurish seat may be in busy condition, thus cannot send a telegram here by connecting subscribers participating, although the success of queuing route, but user cannot set up call with customer representative, makes troubles to user.
Foregoing, only for auxiliary understanding technical scheme of the present invention, does not represent and admits that foregoing is prior art.
Summary of the invention
Main purpose of the present invention is to provide the competing calibration method of a kind of seat and seat competitive bidding system, is intended to realize just to set up call with customer representative when user queues up route success, user-friendly.
For achieving the above object, the competing calibration method of a kind of seat provided by the invention, comprises the following steps:
When amateurish seat is registered to call center system, receive the log-on message of amateurish seat, and according to inking device, by described amateurish seat, seat group is divided into the configuration of described amateurish seat;
When user calls out described call center system, if professional seat is no-trunk, then receive described calling and described calling with circuit-switched data;
Amateurish seat idle in corresponding seat group is grouied busy with circuit-switched data according to described;
Receive the response message of idle amateurish seat, and select the amateurish seat of first response to connect described calling.
Preferably, with circuit-switched data, the step that amateurish seat idle in corresponding seat group is grouied busy is comprised described in described basis:
Resolve described with circuit-switched data, obtain access code, caller information, press key message and user gradation information;
The exclusive calling technical ability of the seat group of calling out according to described access code, caller information, press key message and user gradation acquisition of information, and according to described calling technical ability, amateurish seat idle in corresponding seat group is grouied busy.
Preferably, also comprise:
When there being newly-increased amateurish seat to be registered to call center system, adjust the capacity of amateurish seat according to the log-on message of newly-increased amateurish seat;
The capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
Preferably, also comprise:
When there being amateurish seat to nullify, adjust the capacity of amateurish seat according to the log-off message of the amateurish seat nullified;
The capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
Preferably, also comprise: when described calling connected by the amateurish seat of first response, the service that the amateurish seat suspending this first response is called out other, adjusts the capacity of amateurish seat simultaneously;
After described call conversation terminates, the service that the amateurish seat recovering this first response is called out other, adjusts the capacity of amateurish seat simultaneously.
The present invention also provides a kind of seat competitive bidding system, comprising:
First receiver module, for when amateurish seat is registered to call center system, receives the log-on message of amateurish seat, and to the configuration of described amateurish seat, described amateurish seat is divided into seat group according to inking device;
Second receiver module, for when user calls out described call center system, if professional seat is no-trunk, then receive described calling and described calling with circuit-switched data;
Group busy module, for grouping busy amateurish seat idle in corresponding seat group with circuit-switched data according to described;
Selecting module, for receiving the response message of idle amateurish seat, and selecting the amateurish seat of first response to connect described calling.
Preferably, group busy described in that module comprises:
Resolution unit, described with circuit-switched data for resolving, obtain access code, caller information, press key message and user gradation information;
Group busy unit, the exclusive calling technical ability of the seat group for calling out according to described access code, caller information, press key message and user gradation acquisition of information, and according to described calling technical ability, amateurish seat idle in corresponding seat group is grouied busy.
Preferably, also comprise:
First adjusting module, for when there being newly-increased amateurish seat to be registered to call center system, adjusts the capacity of amateurish seat according to the log-on message of newly-increased amateurish seat;
First sending module, for the capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
Preferably, also comprise:
Second adjusting module, for when there being amateurish seat to nullify, adjusts the capacity of amateurish seat according to the log-off message of the amateurish seat nullified;
Second sending module, for the capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
Preferably, also comprise: suspend module, for when described calling connected by the amateurish seat of first response, the service that the amateurish seat suspending this first response is called out other, adjusts the capacity of amateurish seat simultaneously;
Recover module, for after described call conversation terminates, the service that the amateurish seat recovering this first response is called out other, adjusts the capacity of amateurish seat simultaneously.
The competing calibration method of a kind of seat provided by the invention and seat competitive bidding system, after amateurish seat registration, seat competitive bidding system divides into groups to amateurish seat according to the configuration of inking device, when user calls out, if professional seat is no-trunk, then this calling is transferred to seat competitive bidding system, grouied busy having amateurish seat idle in the seat group identical with the seat group exclusive calling technical ability of this calling by seat competitive bidding system, and select the amateurish seat of first response to connect this calling, in this way, realize just to set up call with customer representative when user queues up route success, and by seat competitive bidding system seat group grouied busy and select amateurish seat, suitable amateurish seat can be selected for user with speed the most efficiently and serve.
Accompanying drawing explanation
Fig. 1 is the schematic flow sheet of seat of the present invention competing calibration method first embodiment;
Fig. 2 is for comprising the mutual structural representation of call center system, seat competitive bidding system and inking device shown in Fig. 1;
The refinement schematic flow sheet that Fig. 3 is step S103 shown in Fig. 1;
Fig. 4 is the schematic flow sheet of seat of the present invention competing calibration method second embodiment;
Fig. 5 is the schematic flow sheet of the competing calibration method of seat of the present invention 3rd embodiment;
Fig. 6 is the schematic flow sheet of the competing calibration method of seat of the present invention 4th embodiment;
Fig. 7 is the structural representation of seat competitive bidding system of the present invention.
The realization of the object of the invention, functional characteristics and advantage will in conjunction with the embodiments, are described further with reference to accompanying drawing.
Embodiment
Should be appreciated that specific embodiment described herein only in order to explain the present invention, be not intended to limit the present invention.
The invention provides the competing calibration method of a kind of seat, with reference to Fig. 1, in one embodiment, the method comprises:
Step S101, when amateurish seat is registered to call center system, receives the log-on message of amateurish seat, and to the configuration of described amateurish seat, described amateurish seat is divided into seat group according to inking device;
In the present embodiment, professional seat is that the customer representative formally engaged by call center serves client, and amateurish seat refers to that the personnel requisition with certain professional speciality is as the customer representative of call center, and it utilizes serve client free time.The function of amateurish seat equals or is weaker than professional seat.Amateurish seat can become the seat of multiple call center simultaneously, and the state of seat in multiple call center may be inconsistent.Such as amateurish seat A has been registered to call center B, call center C, call center D, amateurish seat A is now answering the call the phone of center B, in a call heart B its be in busy condition, but may idle condition be in heart C, call center D in a call.
In the present embodiment, in conjunction with consulting Fig. 2, a seat competitive bidding system can be set specially to realize the competitive bidding of seat.Time in working order, professional seat, amateurish seat and seat competitive bidding system all need first to be registered in call center system.Call center system can be computer telephone integration (ComputerTelephonyIntegration, CTI) server.
Wherein, an amateurish seat may belong to multiple seat group, and a seat group can be equal to a calling technical ability.
Wherein, after amateurish seat is registered to call center system, log-on message is passed to seat competitive bidding system simultaneously.Log-on message comprises No. ID of be registered to call center, the technical ability etc. that has of the mark of amateurish seat and this amateurish seat.
Wherein, inking device is used for being configured amateurish seat, and is stored in database by configuration information, and call center system obtains configuration information from database, and sends it to seat competitive bidding system.In addition, inking device also configures the parameters such as the capacity of seat competitive bidding system.Preferably, inking device is configured to different seat groups according to the calling technical ability of this amateurish seat, and the amateurish seat with same or equivalent calling technical ability is assigned to same seat group.
Step S102, when user calls out described call center system, if professional seat is no-trunk, then receive described calling and described calling with circuit-switched data;
In the present embodiment, the calling of incoming call can be the contact of voice, video or multimedia.When the some call center of user to call center system calls out, the calling technical ability embodied in queuing up according to this, such as: the area of user, language, customer grade, consulting or complaint, key information etc. select corresponding free time specialty seat to serve for user.If do not have idle professional seat, calling is access in seat competitive bidding system, transmit simultaneously user with circuit-switched data.
In the present embodiment, when professional seat is no-trunk, can calling access seat competitive bidding system, and select suitable amateurish seat for user by seat competitive bidding system with speed the most efficiently and serve.
Step S103, grouies busy amateurish seat idle in corresponding seat group with circuit-switched data according to described;
In the present embodiment, after calling access seat competitive bidding system, seat competitive bidding system can be grouied busy amateurish seat idle in corresponding seat group according to circuit-switched data.
Wherein, comprise with circuit-switched data: access code, caller information, press key message and user gradation information etc.
By with circuit-switched data, seat competitive bidding system can obtain the exclusive calling technical ability of seat group that this calling embodies in this is queued up, and selects to have amateurish seat idle in the seat group of corresponding technical ability and group busy.Now user side hears wait tone.Available free amateurish seat in seat group receives incoming call prompting simultaneously, and these amateurish seats can be selected to answer or rejection.
Step S104, receives the response message of idle amateurish seat, and selects the amateurish seat of first response to connect described calling.
Seat competitive bidding system detects the response message of idle amateurish seat, and the amateurish seat selecting first to reply is as the customer representative served for user.
In the present embodiment, seat competitive bidding system is in the process of response message receiving idle amateurish seat, select first amateurish seat of replying as the customer representative served for user, suitable amateurish seat can be selected for user with speed the most efficiently and serve.
Compared with prior art, after the amateurish seat registration of the present embodiment, seat competitive bidding system divides into groups to amateurish seat according to the configuration of inking device, when user calls out, if professional seat is no-trunk, then this calling is transferred to seat competitive bidding system, grouied busy having amateurish seat idle in the seat group identical with the seat group exclusive calling technical ability of this calling by seat competitive bidding system, and select the amateurish seat of first response to connect this calling, in this way, realize just to set up call with customer representative when user queues up route success; And by seat competitive bidding system seat group grouied busy and select amateurish seat, suitable amateurish seat can be selected for user with speed the most efficiently and serve.
In a preferred embodiment, as shown in Figure 3, on the basis of the embodiment of above-mentioned Fig. 1, step S103 comprises:
Step S1031, resolves described with circuit-switched data, obtains access code, caller information, press key message and user gradation information;
Step S1032, the exclusive calling technical ability of the seat group of calling out according to described access code, caller information, press key message and user gradation acquisition of information, and according to described calling technical ability, amateurish seat idle in corresponding seat group is grouied busy.
In the present embodiment, resolve with obtaining access code, caller information, press key message and user gradation information etc. after circuit-switched data, wherein, caller information is the number of user, can learn according to the number of access code, user and class information the exclusive calling technical ability of seat group that this user calls out; The button that press key message is pressed in calling procedure for user, according to the button that user presses, also can learn the exclusive calling technical ability of seat group that this user calls out.
In the present embodiment, after knowing the exclusive calling technical ability of the seat group of calling, can amateurish seat idle in the seat group with identical technical ability be grouied busy.
In a preferred embodiment, as shown in Figure 4, on the basis of the embodiment of above-mentioned Fig. 1, after step s 104, the method also comprises:
Step S105, when there being newly-increased amateurish seat to be registered to call center system, adjusts the capacity of amateurish seat according to the log-on message of newly-increased amateurish seat;
Step S106, sends to call center system by the capacity of the amateurish seat after adjustment, to adjust queuing routing policy by described call center system.
In the present embodiment, when there being newly-increased amateurish seat to be registered to call center system, the increasing number of amateurish seat, the capacity of the amateurish seat of whole system becomes large.Particularly, if newly-increased amateurish seat is registered to call center system, obtain the log-on message of newly-increased amateurish seat, this log-on message comprises: No. ID of the call center registered, the technical ability etc. that has of the mark of amateurish seat and this amateurish seat.According to the capacity of the amateurish seat of log-on message adjustment seat competitive bidding system.
In addition, the capacity of the amateurish seat after adjustment is sent to call center system by seat competitive bidding system, adjusts queuing routing policy by call center system.
In a preferred embodiment, as shown in Figure 5, on the basis of the embodiment of above-mentioned Fig. 1, after step s 104, the method can also comprise:
Step S107, when there being amateurish seat to nullify, adjusts the capacity of amateurish seat according to the log-off message of the amateurish seat nullified;
Step S108, sends to call center system by the capacity of the amateurish seat after adjustment, to adjust queuing routing policy by described call center system.
In the present embodiment, when there being amateurish seat to nullify, the quantity of amateurish seat reduces, and the capacity of the amateurish seat of whole system diminishes.Particularly, if when amateurish seat is nullified, obtain the log-off message of amateurish seat nullified, this log-off message comprises: No. ID of call center of place, the technical ability etc. that has of the seat group at place and this amateurish seat.According to the capacity of the amateurish seat of log-off message adjustment seat competitive bidding system.
In addition, the capacity of the amateurish seat after adjustment is sent to call center system by seat competitive bidding system, adjusts queuing routing policy by call center system.
In a preferred embodiment, as shown in Figure 6, on the basis of the embodiment of above-mentioned Fig. 1, after step s 104, the method is further comprising the steps of:
Step S109, when described calling connected by the amateurish seat of first response, the service that the amateurish seat suspending this first response is called out other, adjusts the capacity of amateurish seat simultaneously;
Step S110, after described call conversation terminates, the service that the amateurish seat recovering this first response is called out other, adjusts the capacity of amateurish seat simultaneously.
Wherein, after the amateurish seat of this first response is conversed with corresponding calling, service available amateurish number of seats changes, and seat competitive bidding system suspends the service that this amateurish seat is called out other, adjusts the capacity of amateurish seat.
In addition, when amateurish seat and user are conversed, can, according to the setting of system, determine whether to need to start sound-recording function.
After end of conversation, seat competitive bidding system recovers the service ability of this amateurish seat, adjusts the capacity of amateurish seat.
The present invention also provides a kind of seat competitive bidding system, and as shown in Figure 7, it comprises:
First receiver module 101, for when amateurish seat is registered to call center system, receives the log-on message of amateurish seat, and to the configuration of described amateurish seat, described amateurish seat is divided into seat group according to inking device;
In the present embodiment, professional seat is that the customer representative formally engaged by call center serves client, and amateurish seat refers to that the personnel requisition with certain professional speciality is as the customer representative of call center, and it utilizes serve client free time.The function of amateurish seat equals or is weaker than professional seat.Amateurish seat can become the seat of multiple call center simultaneously, and the state of seat in multiple call center may be inconsistent.Such as amateurish seat A has been registered to call center B, call center C, call center D, amateurish seat A is now answering the call the phone of center B, in a call heart B its be in busy condition, but may idle condition be in heart C, call center D in a call.
In the present embodiment, in conjunction with consulting Fig. 2, a seat competitive bidding system can be set specially to realize the competitive bidding of seat.Time in working order, professional seat, amateurish seat and seat competitive bidding system all need first to be registered in call center system.Call center system can be computer telephone integration (ComputerTelephonyIntegration, CTI) server.
Wherein, an amateurish seat may belong to multiple seat group, and a seat group can be equal to a calling technical ability.
Wherein, after amateurish seat is registered to call center system, log-on message is sent to seat competitive bidding system simultaneously.Log-on message comprises No. ID of be registered to call center, the technical ability etc. that has of the mark of amateurish seat and this amateurish seat.
Wherein, inking device is used for being configured amateurish seat, in addition, also configures the parameters such as the capacity of seat competitive bidding system.Preferably, inking device is configured to different seat groups according to the calling technical ability of this amateurish seat, and the amateurish seat with same or equivalent calling technical ability is assigned to same seat group.
Second receiver module 102, for when user calls out described call center system, if professional seat is no-trunk, then receive described calling and described calling with circuit-switched data;
In the present embodiment, the calling of incoming call can be the contact of voice, video or multimedia.When the some call center of user to call center system calls out, the calling technical ability embodied in queuing up according to this, such as: the area of user, language, customer grade, consulting or complaint, key information etc. select corresponding free time specialty seat to serve for user.If do not have idle professional seat, calling is access in seat competitive bidding system, transmit simultaneously user with circuit-switched data.
In the present embodiment, when professional seat is no-trunk, can calling access seat competitive bidding system, and select suitable amateurish seat for user by seat competitive bidding system with speed the most efficiently and serve.
Group busy module 103, for grouping busy amateurish seat idle in corresponding seat group with circuit-switched data according to described;
In the present embodiment, after calling access seat competitive bidding system, seat competitive bidding system can be grouied busy amateurish seat idle in corresponding seat group according to circuit-switched data.
Wherein, comprise with circuit-switched data: access code, caller information, press key message and user gradation information etc.
By with circuit-switched data, seat competitive bidding system can obtain the exclusive calling technical ability of seat group that this calling embodies in this is queued up, and selects to have amateurish seat idle in the seat group of corresponding technical ability and group busy.Now user side hears wait tone.Available free amateurish seat in seat group receives incoming call prompting simultaneously, and these amateurish seats can be selected to answer or rejection.
Selecting module 104, for receiving the response message of idle amateurish seat, and selecting the amateurish seat of first response to connect described calling.
Seat competitive bidding system detects the response message of idle amateurish seat, and the amateurish seat selecting first to reply is as the customer representative served for user.
In the present embodiment, seat competitive bidding system is in the process of response message receiving idle amateurish seat, select first amateurish seat of replying as the customer representative served for user, suitable amateurish seat can be selected for user with speed the most efficiently and serve.
In a preferred embodiment, on the basis of the embodiment of above-mentioned Fig. 7, above-mentionedly group busy that module 103 comprises: resolution unit, described with circuit-switched data for resolving, obtain access code, caller information, press key message and user gradation information; Group busy unit, the exclusive calling technical ability of the seat group for calling out according to described access code, caller information, press key message and user gradation acquisition of information, and according to described calling technical ability, amateurish seat idle in corresponding seat group is grouied busy.
In the present embodiment, resolve with obtaining access code, caller information, press key message and user gradation information etc. after circuit-switched data, wherein, caller information is the number of user, can learn according to the number of access code, user and class information the exclusive calling technical ability of seat group that this user calls out; The button that press key message is pressed in calling procedure for user, according to the button that user presses, also can learn the exclusive calling technical ability of seat group that this user calls out.
In the present embodiment, after knowing the exclusive calling technical ability of the seat group of calling, can amateurish seat idle in the seat group with identical technical ability be grouied busy.
In a preferred embodiment, on the basis of the embodiment of above-mentioned Fig. 7, this seat competitive bidding system also comprises: the first adjusting module, for when there being newly-increased amateurish seat to be registered to call center system, adjusts the capacity of amateurish seat according to the log-on message of newly-increased amateurish seat; First sending module, for the capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
In the present embodiment, when there being newly-increased amateurish seat to be registered to call center system, the increasing number of amateurish seat, the capacity of the amateurish seat of whole system becomes large.Particularly, if newly-increased amateurish seat is registered to call center system, obtain the log-on message of newly-increased amateurish seat, this log-on message comprises: No. ID of the call center registered, the technical ability etc. that has of the mark of amateurish seat and this amateurish seat.According to the capacity of the amateurish seat of log-on message adjustment seat competitive bidding system.
In addition, the capacity of the amateurish seat after adjustment is sent to call center system by seat competitive bidding system, adjusts queuing routing policy by call center system.
In a preferred embodiment, on the basis of the embodiment of above-mentioned Fig. 7, this seat competitive bidding system also comprises: the second adjusting module, for when there being amateurish seat to nullify, adjusts the capacity of amateurish seat according to the log-off message of the amateurish seat nullified; Second sending module, for the capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
In the present embodiment, when there being amateurish seat to nullify, the quantity of amateurish seat reduces, and the capacity of the amateurish seat of whole system diminishes.Particularly, if when amateurish seat is nullified, obtain the log-off message of amateurish seat nullified, this log-off message comprises: No. ID of call center of place, the technical ability etc. that has of the seat group at place and this amateurish seat.According to the capacity of the amateurish seat of log-off message adjustment seat competitive bidding system.
In addition, the capacity of the amateurish seat after adjustment is sent to call center system by seat competitive bidding system, adjusts queuing routing policy by call center system.
In a preferred embodiment, on the basis of the embodiment of above-mentioned Fig. 7, this seat competitive bidding system also comprises: suspend module, for when described calling connected by the amateurish seat of first response, the service that the amateurish seat suspending this first response is called out other, adjusts the capacity of amateurish seat;
Recover module, for after described call conversation terminates, the service that the amateurish seat recovering this first response is called out other, adjusts the capacity of amateurish seat simultaneously.
Wherein, when the amateurish seat of this first response is conversed with corresponding calling, service available amateurish number of seats changes, and seat competitive bidding system suspends the service that this amateurish seat is called out other, adjusts the capacity of amateurish seat.
In addition, when amateurish seat and user are conversed, can, according to the setting of system, determine whether to need to start sound-recording function.
After end of conversation, seat competitive bidding system recovers the service ability of this amateurish seat, adjusts the capacity of amateurish seat.
These are only the preferred embodiments of the present invention; not thereby the scope of the claims of the present invention is limited; every utilize specification of the present invention and accompanying drawing content to do equivalent structure or equivalent flow process conversion; or be directly or indirectly used in other relevant technical fields, be all in like manner included in scope of patent protection of the present invention.
Claims (10)
1. the competing calibration method of seat, is characterized in that, comprise the following steps:
When amateurish seat is registered to call center system, receive the log-on message of amateurish seat, and according to inking device, by described amateurish seat, seat group is divided into the configuration of described amateurish seat;
When user calls out described call center system, if professional seat is no-trunk, then receive described calling and described calling with circuit-switched data;
Amateurish seat idle in corresponding seat group is grouied busy with circuit-switched data according to described;
Receive the response message of idle amateurish seat, and select the amateurish seat of first response to connect described calling.
2. the method for claim 1, is characterized in that, comprises described in described basis with circuit-switched data to the step that amateurish seat idle in corresponding seat group is grouied busy:
Resolve described with circuit-switched data, obtain access code, caller information, press key message and user gradation information;
The exclusive calling technical ability of the seat group of calling out according to described access code, caller information, press key message and user gradation acquisition of information, and according to described calling technical ability, amateurish seat idle in corresponding seat group is grouied busy.
3. method as claimed in claim 1 or 2, is characterized in that, also comprise:
When there being newly-increased amateurish seat to be registered to call center system, adjust the capacity of amateurish seat according to the log-on message of newly-increased amateurish seat;
The capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
4. method as claimed in claim 1 or 2, is characterized in that, also comprise:
When there being amateurish seat to nullify, adjust the capacity of amateurish seat according to the log-off message of the amateurish seat nullified;
The capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
5. the method for claim 1, is characterized in that, also comprises: when described calling connected by the amateurish seat of first response, the service that the amateurish seat suspending this first response is called out other, adjusts the capacity of amateurish seat simultaneously;
After described call conversation terminates, the service that the amateurish seat recovering this first response is called out other, adjusts the capacity of amateurish seat simultaneously.
6. a seat competitive bidding system, is characterized in that, comprising:
First receiver module, for when amateurish seat is registered to call center system, receives the log-on message of amateurish seat, and to the configuration of described amateurish seat, described amateurish seat is divided into seat group according to inking device;
Second receiver module, for when user calls out described call center system, if professional seat is no-trunk, then receive described calling and described calling with circuit-switched data;
Group busy module, for grouping busy amateurish seat idle in corresponding seat group with circuit-switched data according to described;
Selecting module, for receiving the response message of idle amateurish seat, and selecting the amateurish seat of first response to connect described calling.
7. seat competitive bidding system as claimed in claim 6, is characterized in that, described in group busy that module comprises:
Resolution unit, described with circuit-switched data for resolving, obtain access code, caller information, press key message and user gradation information;
Group busy unit, the exclusive calling technical ability of the seat group for calling out according to described access code, caller information, press key message and user gradation acquisition of information, and according to described calling technical ability, amateurish seat idle in corresponding seat group is grouied busy.
8. seat competitive bidding system as claimed in claims 6 or 7, is characterized in that, also comprise:
First adjusting module, for when there being newly-increased amateurish seat to be registered to call center system, adjusts the capacity of amateurish seat according to the log-on message of newly-increased amateurish seat;
First sending module, for the capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
9. seat competitive bidding system as claimed in claims 6 or 7, is characterized in that, also comprise:
Second adjusting module, for when there being amateurish seat to nullify, adjusts the capacity of amateurish seat according to the log-off message of the amateurish seat nullified;
Second sending module, for the capacity of the amateurish seat after adjustment is sent to call center system, to adjust queuing routing policy by described call center system.
10. seat competitive bidding system as claimed in claim 6, it is characterized in that, also comprise: suspend module, for when described calling connected by the amateurish seat of first response, the service that the amateurish seat suspending this first response is called out other, adjusts the capacity of amateurish seat simultaneously;
Recover module, for after described call conversation terminates, the service that the amateurish seat recovering this first response is called out other, adjusts the capacity of amateurish seat simultaneously.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410187162.0A CN105100517A (en) | 2014-05-05 | 2014-05-05 | Agent bidding method and agent bidding system |
| PCT/CN2014/083474 WO2015168994A1 (en) | 2014-05-05 | 2014-07-31 | Agent bidding method and agent bidding system, and computer storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410187162.0A CN105100517A (en) | 2014-05-05 | 2014-05-05 | Agent bidding method and agent bidding system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN105100517A true CN105100517A (en) | 2015-11-25 |
Family
ID=54392052
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201410187162.0A Withdrawn CN105100517A (en) | 2014-05-05 | 2014-05-05 | Agent bidding method and agent bidding system |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN105100517A (en) |
| WO (1) | WO2015168994A1 (en) |
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107454274A (en) * | 2016-05-31 | 2017-12-08 | 华为技术有限公司 | Method and apparatus for distributing seat |
| CN109743468A (en) * | 2018-11-12 | 2019-05-10 | 贵阳朗玛信息技术股份有限公司 | Data processing method and device |
| CN110177181A (en) * | 2016-12-30 | 2019-08-27 | 欧洲阿菲尼帝科技有限责任公司 | Technology for L3 pairing |
| US11595522B2 (en) | 2016-12-30 | 2023-02-28 | Afiniti, Ltd. | Techniques for workforce management in a contact center system |
| US11831808B2 (en) | 2016-12-30 | 2023-11-28 | Afiniti, Ltd. | Contact center system |
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| CN101483700A (en) * | 2008-01-10 | 2009-07-15 | 中国移动通信集团公司 | Artificial voice service seat scheduling method, apparatus and system thereof |
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| CN103458131A (en) * | 2012-05-29 | 2013-12-18 | 中兴通讯股份有限公司 | Agent logging-in and scheduling method and agent center |
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- 2014-05-05 CN CN201410187162.0A patent/CN105100517A/en not_active Withdrawn
- 2014-07-31 WO PCT/CN2014/083474 patent/WO2015168994A1/en active Application Filing
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| CN101079928A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Customer call center system |
| CN101079933A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Virtual call center system and virtual call method |
| CN101483700A (en) * | 2008-01-10 | 2009-07-15 | 中国移动通信集团公司 | Artificial voice service seat scheduling method, apparatus and system thereof |
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| CN107454274A (en) * | 2016-05-31 | 2017-12-08 | 华为技术有限公司 | Method and apparatus for distributing seat |
| CN110177181A (en) * | 2016-12-30 | 2019-08-27 | 欧洲阿菲尼帝科技有限责任公司 | Technology for L3 pairing |
| US11595522B2 (en) | 2016-12-30 | 2023-02-28 | Afiniti, Ltd. | Techniques for workforce management in a contact center system |
| US11831808B2 (en) | 2016-12-30 | 2023-11-28 | Afiniti, Ltd. | Contact center system |
| CN109743468A (en) * | 2018-11-12 | 2019-05-10 | 贵阳朗玛信息技术股份有限公司 | Data processing method and device |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2015168994A1 (en) | 2015-11-12 |
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Application publication date: 20151125 |