CN105227792A

CN105227792A - Call route method, Apparatus and system

Info

Publication number: CN105227792A
Application number: CN201410256662.5A
Authority: CN
Inventors: 高卓; 晏强
Original assignee: Huawei Technologies Co Ltd
Current assignee: Huawei Technologies Co Ltd
Priority date: 2014-06-10
Filing date: 2014-06-10
Publication date: 2016-01-06
Anticipated expiration: 2034-06-10
Also published as: CN105227792B; WO2015188710A1; CN109040487B; CN109040487A

Abstract

The invention provides a kind of call route method, Apparatus and system, wherein call center comprises seat selection entity and multiple seat, the seat of call center signs in social platform by social platform gateway and provides service by the user that social platform gateway is social platform, the method comprises: the service creation information on services that the user that social platform gateway is social platform according to the seat of call center provides, and select entity to send described information on services to described seat, with make seat select entity according in the seat of the information on services heart in a call for the user terminal determination target seat of calling call center.Thus improve seat call efficiency, improve voice efficiency under the line of call center simultaneously.

Description

Call route method, Apparatus and system

Technical field

The present invention relates to a kind of call routing technology, particularly relate to a kind of call route method, Apparatus and system.

Background technology

Along with network race more and more carries out the appearance of sharing the doings such as interchange and consulting of shopping experience, service experience in social platform, network race more and more needs the unification with voice lines experience on grid line, the mutual development trend that also become future call centring system of user terminal in social platform and call center.

Current call center supports the access of social platform, but just as a passage access, the original routing module of the information of social platform through call center is distributed to corresponding seat, wherein call center by intermediate NE and social platform gateway and multiple social platform mutual, as face book (Facebook), push away spy (Twitter) etc. and dock, social platform gateway obtains magnanimity information according to search passage, keyword from social platform.Social platform gateway is to magnanimity social information, and based on the sentiment analysis of the meaning of a word, can carry out filtering, screening, carry out public sentiment monitoring according to certain rule, row major level of going forward side by side route distribution is to call center, and call center determines that corresponding seat processes.Seat process social information, replys, and can be carried out the examination & verification of reply content by auditor, and unification is sent to social platform gateway, externally issues by social platform gateway is unified.

But, seat of the prior art is still in a call within the scope of the heart, a member of social platform can not be become, thus can not realize directly in social platform for user terminal is served, cause social platform and call center mutually isolated, in addition, based on network service on the line of social platform in prior art, serve with under the line based on conventional voice calls center, both independently, do not form organic entity, thus under making the voice lines of call center, efficiency of service is lower.

Summary of the invention

The invention provides a kind of call route method, Apparatus and system, thus improve seat call efficiency, and efficiency of service under the voice lines of call center.

First aspect, the embodiment of the present invention provides a kind of call route method, call center comprises seat and selects entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described method comprises: the service creation information on services that the user that described social platform gateway is described social platform according to the seat of described call center provides; Described social platform gateway selects entity to send described information on services to described seat, selects entity according to described information on services user terminal determination target seat for the described call center of calling in the seat of described call center to make described seat.

In conjunction with first aspect, in the first possibility execution mode of first aspect, described information on services is included in the user ID of the user of request service in described social platform and provides the mark of seat of service for the user of request service, to make described seat select entity when the user terminal that described user ID is corresponding calls out described call center, according to described information on services, the seat of serving for described user in described social platform is defined as described target seat.

In conjunction with the first possibility execution mode of first aspect, in the second possibility execution mode of first aspect, described information on services also comprises service overhead information, described service overhead information comprises at least one item in following information: the time of request service, the user of request service is to the evaluation information of answer content of seat providing service, other user of described social platform is to the described evaluation information providing the answer content of the seat of service, select entity when the seat of serving for described user is multiple to make described seat, described target seat is determined according to described service overhead information.

In conjunction with first aspect, in the third possibility execution mode of first aspect, the service creation information on services that the user that described social platform gateway is described social platform according to the seat of described call center provides, specifically comprise, described social platform gateway adds up word that in the answer content of each seat, occurrence number the is more technical ability keyword as corresponding seat, and the described information on services of generation comprises the mark of each seat and technical ability keyword corresponding to each seat.

In conjunction with first aspect, in the 4th kind of possibility execution mode of first aspect, the service creation information on services that the user that described social platform gateway is described social platform according to the seat of described call center provides, specifically comprise, the evaluation information of answer content when the described social platform gateway user that adds up described social platform provides service for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises the satisfaction of each seat, total hop count of the answer content of each seat, at least one in total collection number of times of the answer content of each seat, the described information on services generated comprises the evaluation information of described each seat.

Second aspect, the embodiment of the present invention provides a kind of call route method, call center comprises seat and selects entity, controlling call entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described method comprises: described seat selects entity to receive the information on services of described social platform gateway transmission, described information on services is the service creation that provides according to the user that the seat of described call center is described social platform of described social platform gateway, the seat inquiry request that described seat selects entity receipt of call controlled entity to send when the call request receiving user terminal, described seat selects entity to be that the calling party that described user terminal is corresponding determines target seat in the seat of described call center according to described information on services, and the mark of described target seat is returned to described controlling call entity, be connected with the voice between described user terminal so that described controlling call entity sets up described target seat.

In conjunction with second aspect, may in execution mode in the first of second aspect, described information on services is included in the user ID of the user of request service in described social platform and provides the seat of the seat of service to identify for the user of request service, described seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: described seat selects entity from described seat inquiry request, obtain the terminal iidentification of described user terminal, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of described user terminal is searched according to the terminal iidentification of described user terminal, in described information on services, corresponding seat mark is searched according to the user ID found, and the seat that the seat found identifies is defined as described target seat.

In conjunction with the first possibility execution mode of second aspect, in the second possibility execution mode of second aspect, described information on services also comprises service overhead information, and described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of described social platform to the evaluation information of answer content of seat providing service; When the seat found is designated multiple, be defined as described target seat according to described service overhead information by meeting the first pre-conditioned seat in the seat found, described pre-conditioned be or combination in any in following condition: described first seat in described social platform for described calling party provides the service of latest requests; In answer content when multiple seat provides service for described calling party, the evaluation of described calling party to the answer content of described first seat is the highest; In answer content when multiple seat provides service for described calling party, the evaluation of other user to the answer content of described first seat of described social platform is the highest.

In conjunction with second aspect, may in execution mode at the third of second aspect, described information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more; Described seat inquiry request comprises the demand keyword that described calling party specifies; Described seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: described seat selects entity in described information on services, to search the technical ability keyword with described demand Keywords matching according to described demand keyword, and the seat that seat corresponding for the technical ability keyword found identifies is defined as described target seat.

In conjunction with second aspect, in the 4th kind of possibility execution mode of second aspect, described information on services comprises the evaluation information of each seat, and the evaluation information of described each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat; Described seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: described seat selects entity to calculate the routing metric of described each seat according to the evaluation information of described each seat; The seat that described seat selects entity to determine to have optimum routing metric is described target seat.

The third aspect, the embodiment of the present invention provides a kind of social platform gateway, call center comprises seat and selects entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described social platform gateway comprises: generation module, for the service creation information on services that the user that is described social platform according to the seat of described call center provides; Sending module, the described information on services generated for selecting entity to send described generation module to described seat, selects entity according to described information on services user terminal determination target seat for the described call center of calling in the seat of described call center to make described seat.

In conjunction with the third aspect, in the first possibility execution mode of the third aspect, described information on services is included in the user ID of the user of request service in described social platform and provides the mark of seat of service for the user of request service, to make described seat select entity when the user terminal that described user ID is corresponding calls out described call center, according to described information on services, the seat of serving for described user in described social platform is defined as described target seat.

In conjunction with the first possibility execution mode of the third aspect, in the second possibility execution mode of the third aspect, described information on services also comprises service overhead information, described service overhead information comprises at least one item in following information: the time of request service, the user of request service is to the evaluation information of answer content of seat providing service, other user of described social platform is to the evaluation information of answer content of seat providing service, select entity when the seat of serving for described user is multiple to make described seat, described target seat is determined according to described service overhead information.

In conjunction with the third aspect, in the third possibility execution mode of the third aspect, described generation module, specifically for add up each seat answer content in the more word of occurrence number as the technical ability keyword of corresponding seat, the described information on services of generation comprises the mark of each seat and technical ability keyword corresponding to each seat.

In conjunction with the third aspect, in the 4th kind of possibility execution mode of the third aspect, described generation module, the evaluation information of answer content when providing service specifically for the user that adds up described social platform for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of the answer content of each seat, the answer content of each seat, and the described information on services of generation comprises the evaluation information of described each seat.

Fourth aspect, the embodiment of the present invention provides a kind of seat to select entity, described attending a banquet selects the call center at entity place also to comprise controlling call entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described seat selects entity to comprise: receiver module, for receiving the information on services that described social platform gateway sends, described information on services is the service creation that provides according to the user that the seat of described call center is described social platform of described social platform gateway, the seat inquiry request also sent when the call request receiving user terminal for receipt of call controlled entity, determination module, the described information on services for receiving according to described receiver module is that the calling party that described user terminal is corresponding determines target seat in the seat of described call center, sending module, for returning the mark of the determined described target seat of described determination module to described controlling call entity, is connected with the voice between described user terminal so that described controlling call entity sets up described target seat.

In conjunction with fourth aspect, may in execution mode in the first of fourth aspect, described information on services is included in the user ID of the user of request service in described social platform and provides the seat of the seat of service to identify for the user of request service; Described determination module, specifically for obtaining the terminal iidentification of described user terminal from described seat inquiry request, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of described user terminal is searched according to the terminal iidentification of described user terminal, in described information on services, search corresponding seat mark according to the user ID found, and the seat that the seat found identifies is defined as described target seat.

In conjunction with the first possibility execution mode of fourth aspect, in the second possibility execution mode of fourth aspect, described information on services also comprises service overhead information, and described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of described social platform to the evaluation information of answer content of seat providing service; Described determination module, time also for being designated multiple at the seat found, be defined as described target seat according to described service overhead information by meeting the first pre-conditioned seat in the seat found, described pre-conditioned be or combination in any in following condition: described first seat in described social platform for described calling party provides the service of latest requests; In answer content when multiple seat provides service for described calling party, the evaluation of described calling party to the answer content of described first seat is the highest; In answer content when multiple seat provides service for described calling party, the evaluation of other user to the answer content of described first seat of described social platform is the highest.

In conjunction with fourth aspect, in the third possibility execution mode of fourth aspect, described information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, described information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more; Described seat inquiry request comprises the demand keyword that described calling party specifies; Described determination module, specifically for searching the technical ability keyword with described demand Keywords matching according to described demand keyword in described information on services, and the seat that seat corresponding for the technical ability keyword found identifies is defined as described target seat.

In conjunction with fourth aspect, in the 4th kind of possibility execution mode of fourth aspect, described information on services comprises the evaluation information of each seat, and the evaluation information of described each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat; Described determination module, specifically for: the routing metric calculating described each seat according to the evaluation information of described each seat, the seat determining to have optimum routing metric is described target seat.

5th aspect, the embodiment of the present invention provides a kind of call center system, comprising: seat selects entity and controlling call entity; Described selection entity of attending a banquet, for receiving the information on services that described social platform gateway sends, described information on services is the service creation that provides according to the user that the seat of call center is social platform of described social platform gateway; Described controlling call entity, for selecting entity sending position inquiry request to described attending a banquet when the call request receiving user terminal; Described selection entity of attending a banquet, also for according to described information on services in the seat of described call center for calling party corresponding to described user terminal determines target seat, and return the mark of described target seat to described controlling call entity; Described controlling call entity, is also connected with the voice between described user terminal for setting up described target seat according to the mark of described target seat.

The invention provides a kind of call route method, Apparatus and system, the method comprises: first, the service creation information on services that the user that social platform gateway is social platform according to the seat of call center provides; Then, social platform gateway selects entity to send service information to seat, with make seat select entity according in the seat of the information on services heart in a call for the user terminal determination target seat of calling call center.Wherein seat signs in social platform by social platform gateway and by social platform gateway for user provides service, make seat directly as a member of social platform, thus improve seat call efficiency, seat selection entity is the user terminal determination target seat of call center according to information on services in addition, and then timely and effectively can distribute the seat of this user applicable for user, thus voice efficiency under improving the line of call center.

Accompanying drawing explanation

The flow chart of the call route method that Fig. 1 provides for one embodiment of the invention;

The flow chart of the social platform gateway acquisition ticket information that Fig. 2 provides for one embodiment of the invention;

The flow chart of the call route method that Fig. 3 provides for another embodiment of the present invention;

The flow chart of the call route method that Fig. 4 provides for yet another embodiment of the invention;

The structural representation of a kind of social platform gateway that Fig. 5 provides for one embodiment of the invention;

The structural representation of a kind of seat selection entity that Fig. 6 provides for one embodiment of the invention;

The structural representation of a kind of social platform gateway that Fig. 7 provides for another embodiment of the present invention;

The structural representation of a kind of seat selection entity that Fig. 8 provides for another embodiment of the present invention;

The schematic diagram of a kind of call center system that Fig. 9 provides for one embodiment of the invention.

Embodiment

The flow chart of the call route method that Fig. 1 provides for one embodiment of the invention, wherein the method is applicable to the call routing scene based on social platform, and the executive agent of the method is social platform gateway, and wherein the idiographic flow of call route method is as follows:

S101: the service creation information on services that the user that social platform gateway is social platform according to the seat of call center provides.

Particularly, call center comprises seat and selects entity, controlling call entity and multiple seat, wherein the seat of call center signs in social platform by social platform gateway and provides service by the user that social platform gateway is social platform, user asks a question and demand in social platform, seat can reply for the problem of user and demand, and continue to follow the tracks of, until Resolving probiems, namely the user that seat is social platform provides service, first seat logs in call center by seat account, secondly seat obtains Configuration Management Officer by least one the social platform account after the conversion of seat account, then seat sends logging request by social platform gateway to corresponding social platform by least one social platform account above-mentioned.That is seat can as a member of social platform, directly in social platform for user provides service, therefore social platform gateway can forward as user provides interactive information between the seat of service and user, as, the answer content that the content (as the model that user sends out in social platform) of the service of user's request, seat provide for user, user are to the evaluation information etc. of the answer content of seat.Social platform gateway can record information mutual between the user of forwarding and seat to generate at least one in session ticket information, operation ticket information and user's ticket information, these ticket informations are stored in database by social platform gateway, particularly, the flow chart of the social platform gateway acquisition ticket information that Fig. 2 provides for one embodiment of the invention, as shown in Figure 2, the concrete steps of social platform gateway acquisition ticket information are as follows:

S201: user puts question to or seeks advice from social platform.

S202: the enquirement or the consulting that send user.

S203: the enquirement or the consulting that send user.

S204: seat replies.

S205: the answer forwarding seat.

S206: recording conversation ticket information.

Particularly, this session ticket information can comprise: user is to the content of seat request service, and user is to the time of seat request service, and seat is to the content of the service response of user, seat to time etc. of the service response of user.

S207: the answer forwarding seat.

S208: user is according to replying the enterprising line operate of social platform (forward, share).

S209: transmit operation information.

S210: record operation ticket information.

Operation ticket information comprises: user is to the service feedback information that seat carries out to the service response of user terminal at least one social platform, and wherein service feedback information comprises: service evaluation, hop count or at least one evaluated in number of times.

S211: simultaneous user's information.

S212: recording user ticket information.

Particularly, user's ticket information comprises: the log-on message of user at least one social platform, the access address of at least one social platform or at least one logged in authorization code.

Above-mentioned ticket information can also be converted to real time data by ticket real time data module by social platform gateway, real time data is by ticket interval data resume module, generate the interval data of tiny dimension, gap periods can determine generally there are 15 minutes, within 30 minutes, wait or not by configuration, interval data is by ticket day knot data module, generate the statistics in units of sky, day, footing was according to by ticket monthly closing entry data module, generated the statistics in units of the moon.

Further, information on services is the key message of partial information in above-mentioned ticket information or extraction, alternatively, this information on services is included in the user ID of the user of request service in social platform and provides the mark of seat of service for the user of request service, to make seat select entity when the user terminal that user ID is corresponding calls out described call center, according to information on services, the seat of serving for user in social platform is defined as target seat.Further, above-mentioned information on services also comprises service overhead information, service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of social platform to the evaluation information of answer content of seat providing service, select entity when the seat of serving for user is multiple, according to service overhead information determination target seat to make seat.

Alternatively, this information on services comprises: the mark of each seat and technical ability keyword corresponding to each seat, and wherein social platform gateway adds up word that in the answer content of each seat, occurrence number the is more technical ability keyword as corresponding seat.

Particularly, the defining method of this technical ability keyword can be: social platform gateway adds up the number of times that in the answer content of each seat, each word occurs, the number of times occurred when certain word exceedes predetermined threshold value, then determine that this word is the technical ability keyword of seat; Or add up the number of times of each appearance, and how much sort according to number of times, the maximum word of occurrence number, then as the technical ability keyword of this seat, determines that the method for keyword is not limited thereto.

Alternatively, information on services comprises the evaluation information of each seat.The wherein service creation information on services that provides according to the user that the seat of call center is social platform of social platform gateway, specifically comprise, the evaluation information of the answer content when user of social platform gateway statistics social platform provides service for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of the answer content of each seat, the answer content of each seat, and the information on services of generation comprises the evaluation information of each seat.

Particularly, social platform gateway can counting user to the evaluation of each seat, if the evaluation of user to the answer of seat has 10 times, and 8 times are chosen as optimum answer, then determine that satisfaction is 80%.Determine that the method for satisfaction is not limited thereto.

S102: social platform gateway selects entity to send service information to seat, with make seat select entity according in the seat of the information on services heart in a call for the user terminal determination target seat of calling call center.

Particularly, social center gateway can periodically select entity send service information to seat, selects entity according to the user terminal determination target seat for calling call center in the seat of the information on services heart in a call to make seat.Also can be that seat selects the entity cycle to send service information update request message to social central platform, then after social center gateway receives information on services update request message, select entity to send response message to seat, in this response message, carry information on services.

Present embodiments provide a kind of call route method, comprising: the service creation information on services that the user that social platform gateway is social platform according to the seat of call center provides, and select entity to send service information to seat, with make seat select entity according in the seat of the information on services heart in a call for the user terminal determination target seat of calling call center, wherein seat signs in social platform by social platform gateway and by social platform gateway for user provides service, make seat directly as a member of social platform, thus improve seat call efficiency, social platform gateway selects entity to send service information to seat in addition, thus make seat select entity according to information on services, namely user accepts the user terminal determination target seat that the historical information of seat call is call center in social platform, and then timely and effectively can distribute the seat of this user applicable for user, thus voice efficiency under improving the line of call center.

The flow chart of the call route method that Fig. 3 provides for another embodiment of the present invention, wherein the method is applicable to the call routing scene based on social platform, and the executive agent of the method is that entity selected by seat, and wherein the idiographic flow of call route method is as follows:

S301: seat selects entity to receive the information on services of social platform gateway transmission.

Particularly, described information on services is the service creation that social platform gateway provides according to the user that the seat of call center is social platform.Further, this information on services can be included in the user ID of the user of request service in social platform and provide the seat of the seat of service to identify for the user of request service; Described information on services also comprises service overhead information, and described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of social platform to the evaluation information of answer content of seat providing service; When the seat found is designated multiple, be defined as target seat according to described service overhead information by meeting the first pre-conditioned seat in the seat found, wherein pre-conditioned is or combination in any in following condition: one, the first seat in social platform for calling party provides the service of latest requests; Wherein the service of latest requests is the once social session between seat and user, mark (the Identification that each social session is corresponding unique, ID), equally in once social session, user and seat also have unique ID to identify different identity.Two, in the answer content when multiple seat provides service for calling party, the evaluation of calling party to the answer content of the first seat is the highest; If it is the highest that calling party determines that the answer content of the first seat is that answer content etc. that optimum answer or calling party forwarded or collected the first seat is all identified as the evaluation of calling party to the answer content of the first seat.Three, in the answer content when multiple seat provides service for calling party, the evaluation of other user to the answer content of the first seat of social platform is the highest, other users are to the hop count of the answer content of the first seat, if collection number of times etc. at most, then determine that the evaluation of other user to the answer content of the first seat is the highest.

Or described information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more.

Or described information on services comprises the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat.

S302: the seat inquiry request that seat selects entity receipt of call controlled entity to send when the call request receiving user terminal.

Particularly, controlling call entity receives the call request of user terminal, carry the terminal iidentification of user terminal in this call request, controlling call entity obtains this terminal iidentification and adds in seat inquiry request from call request, and seat inquiry request is sent to seat to select entity.

Or carry the demand keyword that calling party specifies in seat inquiry request, wherein, controlling call entity is by interactive voice answering (InteractiveVoiceResponse, IVR) mutual collection demand keyword, this demand keyword adds in seat inquiry request by controlling call entity.

S303: seat select entity according in the seat of the information on services heart in a call for the calling party that user terminal is corresponding determines target seat, and return the mark of target seat to controlling call entity.

Particularly, when information on services is included in the user ID of the user of request service in social platform and provides the seat of the seat of service to identify for the user of request service, and seat inquiry request carries the terminal iidentification of user terminal, then seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: seat selects entity from seat inquiry request, obtain the terminal iidentification of user terminal, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of user terminal is searched according to the terminal iidentification of user terminal, in information on services, corresponding seat mark is searched according to the user ID found, and the seat that the seat found identifies is defined as target seat.In addition, information on services also comprises service overhead information, described service overhead information comprises at least one item in following information: the time of request service, the user of request service is to the evaluation information of answer content of seat providing service, other user of social platform is to the evaluation information of answer content of seat providing service, when seat select entity lookup to seat be designated multiple time, described target seat can be defined as by meeting the first pre-conditioned seat in the seat found according to service overhead information, particularly, pre-conditioned can be or combination in any in following condition: one, first seat is the service that described calling party provides latest requests in social platform, the process that then seat selects entity to search corresponding seat mark according to user ID in information on services is: the last social session id of user that seat selects entity first to determine that user ID identifies, namely determine the service of the latest requests that the first seat provides the upper calling party of social platform, next the seat corresponding to the agent ID associated by the ID of this social session is is target seat that this calling party will serve, two, in the answer content when multiple seat provides service for calling party, the evaluation of calling party to the answer content of the first seat is the highest, three, in the answer content when multiple seat provides service for calling party, the evaluation of other user to the answer content of the first seat of social platform is the highest.

Lift an example, if be included in the user ID of the user of request service in social platform in information on services and provide the seat of the seat of service to identify for the user of request service, and information on services also comprises service overhead information, meet first pre-conditioned: suppose such scene: suffer from rheumatismal patient X for one, " TCM Specialist Clinic community group " in social platform inner " rheumatism subgroup " discusses oneself the state of an illness, expert A and patient X carries out therapeutic scheme discussion and analysis in forum, and the patient X initial option therapeutic scheme of expert A, patient X was certain day place calls center hotline 6666, controlling call entity receives the call request of user terminal, and select entity sending position inquiry request to seat, this seat inquiry request comprises terminal iidentification, this terminal iidentification can be phone number, seat selects entity in the corresponding relation of pre-recorded terminal iidentification and user ID, to search the user ID corresponding to the terminal iidentification of described user terminal according to terminal iidentification, namely the mark of patient X is determined according to phone number, the last social session id of patient X is found according to being identified in information on services of the patient X found, then obtain this associated by social session id seat mark, finally determine that seat is designated the mark of expert A, then expert A is target seat, and system prompt: " you are good, welcome is sent a telegraph TCM Specialist Clinic hot line and is carried out reservation of registering, you link up in rheumatism subgroup and A doctor in X month X day, whether determine the outpatient service of preengaging A doctor, confirmation is please by 1, exit please by 2 ".

When information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more; Seat inquiry request comprises the demand keyword that calling party specifies; Described seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: seat selection entity according to demand keyword searches the technical ability keyword with demand Keywords matching in information on services, and the seat that seat corresponding for the technical ability keyword found identifies is defined as target seat.

Further, if calling party initiates service request first, or, when to select entity to be seat that user determines be multiple to seat, final target seat can be determined by method below, wherein information on services comprises the evaluation information of each seat, and the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat; Seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: seat selects entity to calculate the routing metric of each seat according to the evaluation information of each seat; The seat that then seat selects entity to determine to have optimum routing metric is described target seat.Wherein routing metric can be calculated by method below, total hop count × the B+ of routing metric=satisfaction × A+ always collects number of times × C, coefficient A, B, C is positive number, A+B+C=1, when specific implementation, the routing metric of the unmatched seat of demand keyword obtained in the current seat, technical ability keyword and the seat inquiry request that are in busy state can be composed is 0.

Lift an example, if information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and information on services also comprises the evaluation information of each seat, the evaluation information of each seat comprises the satisfaction of each seat, total hop count of the answer content of each seat, at least one in total collection number of times of the answer content of each seat, suppose such scene: suffer from rheumatismal patient X for one, " TCM Specialist Clinic community group " in social platform inner " rheumatism subgroup " discusses oneself the state of an illness, expert A and expert B carries out therapeutic scheme discussion and analysis with patient X on one's own initiative in forum, the final patient X initial option therapeutic scheme of expert A, and the expert A doctor that to be the favorable comment of this community group the highest, patient X was certain day place calls center hotline 6666, namely controlling call entity receives the call request of user terminal, and select entity sending position inquiry request to seat, this seat inquiry request comprises the demand keyword " rheumatism " that patient X specifies, seat selection entity according to demand keyword searches the technical ability keyword with demand Keywords matching in information on services, and the seat that seat corresponding for the technical ability keyword found identifies is defined as target seat, namely keyword determines expert A and expert B for patient X according to demand, then seat selects entity to calculate routing metric according to the evaluation information of expert A and expert B, the expert A that then seat selects entity to determine to have optimum routing metric is target seat.

Present embodiments provide a kind of call route method, comprise: seat selects entity to receive the information on services of social platform gateway transmission, information on services is the service creation that social platform gateway provides according to the user that the seat of call center is described social platform, and the seat inquiry request that entity receipt of call controlled entity sends when the call request receiving user terminal selected by seat simultaneously; Seat selects entity to be that the calling party that user terminal is corresponding determines target seat in the seat of described call center according to information on services, and the mark of described target seat is returned to controlling call entity, be connected with the voice between user terminal so that controlling call entity sets up target seat.By efficiency of service based on the combination of serving under network service on the line of social platform and line based on conventional voice calls center thus under making the voice lines of call center is significantly improved, simultaneously due to seat directly in social platform for user terminal is served, raising seat call efficiency.

The flow chart of the call route method that Fig. 4 provides for yet another embodiment of the invention, the method comprises user terminal, interaction flow between call center system and social platform gateway, wherein call center system comprises seat selection entity, controlling call entity, as shown in Figure 4, the method concrete steps are as follows:

S401: seat selects entity to receive the information on services of social platform gateway transmission.

Particularly, described information on services is the service creation that social platform gateway provides according to the user that the seat of call center is social platform.Further, this information on services can be included in the user ID of the user of request service in social platform and provide the seat of the seat of service to identify for the user of request service; Described information on services also comprises service overhead information, and described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of social platform to the evaluation information of answer content of seat providing service; When the seat found is designated multiple, be defined as target seat according to described service overhead information by meeting the first pre-conditioned seat in the seat found, wherein pre-conditioned is or combination in any in following condition: one, the first seat in social platform for calling party provides the service of latest requests; Wherein the service of latest requests is the once social session between seat and user, the mark that each social session is corresponding unique, and equally in once social session, user and seat also have unique ID to identify different identity.Two, in the answer content when multiple seat provides service for calling party, the evaluation of calling party to the answer content of the first seat is the highest; If it is the highest that calling party determines that the answer content of the first seat is that answer content etc. that optimum answer or calling party forwarded or collected the first seat is all identified as the evaluation of calling party to the answer content of the first seat.Three, in the answer content when multiple seat provides service for calling party, the evaluation of other user to the answer content of the first seat of social platform is the highest.Other users, to the hop count of the answer content of the first seat, if collection number of times etc. at most, then determine that the evaluation of other user to the answer content of the first seat is the highest.

S402: user terminal sends call request to controlling call entity.

S403: controlling call entity selects entity sending position inquiry request to seat.

S404: seat select entity according in the seat of the information on services heart in a call for the calling party that user terminal is corresponding determines target seat.

S405: seat selects entity to return the mark of target seat to controlling call entity.

Further, if calling party initiates service request first, or, when to select entity to be seat that user determines be multiple to seat, final target seat can be determined by method below, wherein information on services comprises the evaluation information of each seat, and the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat; Seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services: seat selects entity to calculate the routing metric of each seat according to the evaluation information of each seat; The seat that then seat selects entity to determine to have optimum routing metric is described target seat.

Present embodiments provide a kind of call route method, comprising seat selects entity to receive the information on services of social platform gateway transmission, information on services is the service creation that social platform gateway provides according to the user that the seat of call center is described social platform, and the seat inquiry request that entity receipt of call controlled entity sends when the call request receiving user terminal selected by seat simultaneously; Seat selects entity comparison seat inquiry request and information on services, finally for calling party determines target seat, makes calling party can set up voice based on information on services and historical data with target seat and is connected, thus voice service efficiency under improve line.

The structural representation of a kind of social platform gateway that Fig. 5 provides for one embodiment of the invention, this gateway comprises: generation module 501, sending module 502, generation module 501, for the service creation information on services that the user being social platform according to the seat of call center provides, sending module 502, the information on services generated for selecting entity to send generation module 501 to seat, with make seat select entity according in the seat of the information on services heart in a call for the user terminal determination target seat of calling call center.

Alternatively, information on services is included in the user ID of the user of request service in social platform and provides the mark of seat of service for the user of request service, to make seat select entity when the user terminal that user ID is corresponding calls out described call center, according to information on services, the seat of serving for user in social platform is defined as target seat.Further, described information on services also comprises service overhead information, wherein service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of social platform to the evaluation information of answer content of seat providing service, select entity when the seat of serving for user is multiple, according to service overhead information determination target seat to make seat.

Alternatively, generation module 501 specifically for add up each seat answer content in the more word of occurrence number as the technical ability keyword of corresponding seat, then the information on services generated comprises the mark of each seat and technical ability keyword corresponding to each seat.

Alternatively, the evaluation information of answer content when generation module 501 provides service specifically for the user adding up social platform for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of the answer content of each seat, the answer content of each seat, and the information on services of generation comprises the evaluation information of each seat.

The gateway that the present embodiment provides, may be used for the enforcement technical scheme performing the corresponding call route method of Fig. 1, it realizes principle and technique effect is similar, repeats no more herein.

The structural representation of a kind of seat selection entity that Fig. 6 provides for one embodiment of the invention, this seat selects entity specifically to comprise: receiver module 601, determination module 602, sending module 603, described attending a banquet selects the call center at entity place also to comprise controlling call entity and multiple seat, the seat of call center signs in social platform by social platform gateway and provides service by the user that social platform gateway is social platform, receiver module 601, for receiving the information on services that social platform gateway sends, information on services is the service creation that social platform gateway provides according to the user that the seat of call center is social platform, the seat inquiry request also sent when the call request receiving user terminal for receipt of call controlled entity, determination module 602, in the seat of the information on services that receives according to receiver module 601 heart in a call for the calling party that user terminal is corresponding determines target seat, sending module 603, for returning the mark of the determined target seat of determination module 602 to controlling call entity, is connected with the voice between user terminal so that controlling call entity sets up target seat.

Alternatively, described information on services is included in the user ID of the user of request service in social platform and provides the seat of the seat of service to identify for the user of request service; Then determination module 602, specifically for obtaining the terminal iidentification of user terminal from seat inquiry request, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of user terminal is searched according to the terminal iidentification of user terminal, in information on services, search corresponding seat mark according to the user ID found, and the seat that the seat found identifies is defined as target seat.Described information on services also comprises service overhead information, wherein, service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of social platform to the evaluation information of answer content of seat providing service.Then determination module 602, time also for being designated multiple at the seat found, according to service overhead information, by meeting the first pre-conditioned seat in the seat found, to be defined as described target seat pre-conditioned be or combination in any in following condition: one, the first seat in social platform for calling party provides the service of latest requests; Two, in the answer content when multiple seat provides service for calling party, the evaluation of calling party to the answer content of the first seat is the highest; Three, in the answer content when multiple seat provides service for calling party, the evaluation of other user to the answer content of the first seat of social platform is the highest.

Alternatively, information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more; Seat inquiry request comprises the demand keyword that described calling party specifies; Then determination module 602, searches the technical ability keyword with demand Keywords matching specifically for keyword according to demand, and the seat that seat corresponding for the technical ability keyword found identifies is defined as target seat in information on services.

Alternatively, information on services comprises the evaluation information of each seat, and the evaluation information of described each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat; Then determination module 602, specifically for calculating the routing metric of each seat according to the evaluation information of each seat, the seat determining to have optimum routing metric is target seat.

Entity selected by the seat that the present embodiment provides, and may be used for the enforcement technical scheme performing the corresponding call route method of Fig. 2, it realizes principle and technique effect is similar, repeats no more herein.

The structural representation of a kind of social platform gateway that Fig. 7 provides for another embodiment of the present invention, this gateway comprises: processor 701, transmitter 702, processor 701, for the service creation information on services that the user being social platform according to the seat of call center provides, transmitter 702, for the information on services selecting entity sending processor 701 to generate to seat, selects entity according to the user terminal determination target seat for calling call center in the seat of the information on services heart in a call to make seat.

Alternatively, processor 701 specifically for add up each seat answer content in the more word of occurrence number as the technical ability keyword of corresponding seat, then the information on services generated comprises the mark of each seat and technical ability keyword corresponding to each seat.

Alternatively, the evaluation information of answer content when processor 701 provides service specifically for the user adding up social platform for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of the answer content of each seat, the answer content of each seat, and the information on services of generation comprises the evaluation information of each seat.

The structural representation of a kind of seat selection entity that Fig. 8 provides for another embodiment of the present invention, this seat selects entity specifically to comprise: receiver 801, processor 802, transmitter 803, described attending a banquet selects the call center at entity place also to comprise controlling call entity and multiple seat, the seat of call center signs in social platform by social platform gateway and provides service by the user that social platform gateway is social platform, receiver 801, for receiving the information on services that social platform gateway sends, information on services is the service creation that social platform gateway provides according to the user that the seat of call center is social platform, the seat inquiry request also sent when the call request receiving user terminal for receipt of call controlled entity, processor 802, in the seat of the information on services that receives according to receiver 801 heart in a call for the calling party that user terminal is corresponding determines target seat, transmitter 803, for returning the mark of the determined target seat of processor 802 to controlling call entity, is connected with the voice between user terminal so that controlling call entity sets up target seat.

Alternatively, described information on services is included in the user ID of the user of request service in social platform and provides the seat of the seat of service to identify for the user of request service; Then processor 802, specifically for obtaining the terminal iidentification of user terminal from seat inquiry request, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of user terminal is searched according to the terminal iidentification of user terminal, in information on services, search corresponding seat mark according to the user ID found, and the seat that the seat found identifies is defined as target seat.Described information on services also comprises service overhead information, wherein, service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of social platform to the evaluation information of answer content of seat providing service.Then processor 802, time also for being designated multiple at the seat found, according to service overhead information, by meeting the first pre-conditioned seat in the seat found, to be defined as described target seat pre-conditioned be or combination in any in following condition: one, the first seat in social platform for calling party provides the service of latest requests; Two, in the answer content when multiple seat provides service for calling party, the evaluation of calling party to the answer content of the first seat is the highest; Three, in the answer content when multiple seat provides service for calling party, the evaluation of other user to the answer content of the first seat of social platform is the highest.

Alternatively, information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more; Seat inquiry request comprises the demand keyword that described calling party specifies; Then processor 802, searches the technical ability keyword with demand Keywords matching specifically for keyword according to demand, and the seat that seat corresponding for the technical ability keyword found identifies is defined as target seat in information on services.

Alternatively, information on services comprises the evaluation information of each seat, and the evaluation information of described each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat; Then processor 802, specifically for calculating the routing metric of each seat according to the evaluation information of each seat, the seat determining to have optimum routing metric is target seat.

The schematic diagram of a kind of call center system that Fig. 9 provides for one embodiment of the invention, comprises seat and selects entity 901 and controlling call entity 902; Described attending a banquet selects entity 901, and for receiving the information on services that social platform gateway sends, described information on services is the service creation that provides according to the user that the seat of call center is social platform of described social platform gateway; Described controlling call entity 902, for selecting entity sending position inquiry request when receiving the call request of user terminal to attending a banquet; Attend a banquet and select entity 901, also for according in the seat of the described information on services heart in a call for the calling party that user terminal is corresponding determines target seat, and return the mark of target seat to controlling call entity 902; Described controlling call entity 902, is also connected with the voice between described user terminal for setting up described target seat according to the mark of described target seat.

Attending a banquet in the present embodiment selects entity 901 to may be used for performing the enforcement technical scheme of call route method of Fig. 3,4 correspondences, controlling call entity 902 may be used for the enforcement technical scheme performing call route method corresponding to Fig. 4, it realizes principle and technique effect is similar, repeats no more herein.

Last it is noted that above each embodiment is only in order to illustrate technical scheme of the present invention, be not intended to limit; Although with reference to foregoing embodiments to invention has been detailed description, those of ordinary skill in the art is to be understood that: it still can be modified to the technical scheme described in foregoing embodiments, or carries out equivalent replacement to wherein some or all of technical characteristic; And these amendments or replacement, do not make the essence of appropriate technical solution depart from the scope of various embodiments of the present invention technical scheme.

Claims

1. a call route method, it is characterized in that, call center comprises seat and selects entity and multiple seat, and the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described method comprises:

The service creation information on services that the user that described social platform gateway is described social platform according to the seat of described call center provides;

Described social platform gateway selects entity to send described information on services to described seat, selects entity according to described information on services user terminal determination target seat for the described call center of calling in the seat of described call center to make described seat.

2. method according to claim 1, it is characterized in that, described information on services is included in the user ID of the user of request service in described social platform and provides the mark of seat of service for the user of request service, to make described seat select entity when the user terminal that described user ID is corresponding calls out described call center, according to described information on services, the seat of serving for described user in described social platform is defined as described target seat.

3. method according to claim 2, it is characterized in that, described information on services also comprises service overhead information, described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of described social platform to the described evaluation information providing the answer content of the seat of service, to make described seat select entity when the seat of serving for described user is multiple, determine described target seat according to described service overhead information.

4. method according to claim 1, is characterized in that,

The service creation information on services that the user that described social platform gateway is described social platform according to the seat of described call center provides, specifically comprise, described social platform gateway adds up word that in the answer content of each seat, occurrence number the is more technical ability keyword as corresponding seat, and the described information on services of generation comprises the mark of each seat and technical ability keyword corresponding to each seat.

5. method according to claim 1, is characterized in that,

The service creation information on services that the user that described social platform gateway is described social platform according to the seat of described call center provides, specifically comprise, the evaluation information of answer content when the described social platform gateway user that adds up described social platform provides service for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of the answer content of each seat, the answer content of each seat, and the described information on services of generation comprises the evaluation information of described each seat.

6. a call route method, it is characterized in that, call center comprises seat and selects entity, controlling call entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described method comprises:

The information on services that described seat is selected entity to receive described social platform gateway to send, described information on services is the described social platform gateway service creation that provides according to the user that the seat of described call center is described social platform;

The seat inquiry request that described seat selects entity receipt of call controlled entity to send when the call request receiving user terminal;

Described seat selects entity to be that the calling party that described user terminal is corresponding determines target seat in the seat of described call center according to described information on services, and the mark of described target seat is returned to described controlling call entity, be connected with the voice between described user terminal so that described controlling call entity sets up described target seat.

7. method according to claim 6, is characterized in that, described information on services is included in the user ID of the user of request service in described social platform and provides the seat of the seat of service to identify for the user of request service;

Described seat selects entity specifically to comprise for described user terminal determination target seat in the seat of described call center according to described information on services:

Described seat selects entity from described seat inquiry request, obtain the terminal iidentification of described user terminal, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of described user terminal is searched according to the terminal iidentification of described user terminal, in described information on services, search corresponding seat mark according to the user ID found, and the seat that the seat found identifies is defined as described target seat.

8. method according to claim 7, it is characterized in that, described information on services also comprises service overhead information, and described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of described social platform to the evaluation information of answer content of seat providing service;

When the seat found is designated multiple, be defined as described target seat according to described service overhead information by meeting the first pre-conditioned seat in the seat found, described pre-conditioned be or combination in any in following condition:

Described first seat is the service that described calling party provides latest requests in described social platform;

In answer content when multiple seat provides service for described calling party, the evaluation of described calling party to the answer content of described first seat is the highest;

In answer content when multiple seat provides service for described calling party, the evaluation of other user to the answer content of described first seat of described social platform is the highest.

9. method according to claim 6, is characterized in that, described information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more;

Described seat inquiry request comprises the demand keyword that described calling party specifies;

Described seat selects entity in described information on services, to search the technical ability keyword with described demand Keywords matching according to described demand keyword, and the seat that seat corresponding for the technical ability keyword found identifies is defined as described target seat.

10. method according to claim 6, it is characterized in that, described information on services comprises the evaluation information of each seat, and the evaluation information of described each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat;

Described seat selects entity to calculate the routing metric of described each seat according to the evaluation information of described each seat;

The seat that described seat selects entity to determine to have optimum routing metric is described target seat.

11. 1 kinds of social platform gateways, it is characterized in that, call center comprises seat and selects entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described social platform gateway comprises:

Generation module, for the service creation information on services that the user that is described social platform according to the seat of described call center provides;

Sending module, the described information on services generated for selecting entity to send described generation module to described seat, selects entity according to described information on services user terminal determination target seat for the described call center of calling in the seat of described call center to make described seat.

12. social platform gateways according to claim 11, it is characterized in that, described information on services is included in the user ID of the user of request service in described social platform and provides the mark of seat of service for the user of request service, to make described seat select entity when the user terminal that described user ID is corresponding calls out described call center, according to described information on services, the seat of serving for described user in described social platform is defined as described target seat.

13. social platform gateways according to claim 12, it is characterized in that, described information on services also comprises service overhead information, described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of described social platform to the evaluation information of answer content of seat providing service, to make described seat select entity when the seat of serving for described user is multiple, determine described target seat according to described service overhead information.

14. social platform gateways according to claim 11, is characterized in that,

Described generation module, specifically for add up each seat answer content in the more word of occurrence number as the technical ability keyword of corresponding seat, the described information on services of generation comprises the mark of each seat and technical ability keyword corresponding to each seat.

15. social platform gateways according to claim 11, is characterized in that,

Described generation module, the evaluation information of answer content when providing service specifically for the user that adds up described social platform for each seat is to determine the evaluation information of each seat, the evaluation information of each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of the answer content of each seat, the answer content of each seat, and the described information on services of generation comprises the evaluation information of described each seat.

Entity selected by 16. 1 kinds of seats, it is characterized in that, described attending a banquet selects the call center at entity place also to comprise controlling call entity and multiple seat, the seat of described call center signs in social platform by social platform gateway and by described social platform gateway for the user of described social platform provides service, described seat selects entity to comprise:

Receiver module, for receiving the information on services that described social platform gateway sends, described information on services is the service creation that provides according to the user that the seat of described call center is described social platform of described social platform gateway, the seat inquiry request also sent when the call request receiving user terminal for receipt of call controlled entity;

Determination module, the described information on services for receiving according to described receiver module is that the calling party that described user terminal is corresponding determines target seat in the seat of described call center;

Sending module, for returning the mark of the determined described target seat of described determination module to described controlling call entity, is connected with the voice between described user terminal so that described controlling call entity sets up described target seat.

Entities selected by 17. seats according to claim 16, it is characterized in that, described information on services is included in the user ID of the user of request service in described social platform and provides the seat of the seat of service to identify for the user of request service;

Described determination module, specifically for obtaining the terminal iidentification of described user terminal from described seat inquiry request, in the corresponding relation of pre-recorded terminal iidentification and user ID, the user ID corresponding to terminal iidentification of described user terminal is searched according to the terminal iidentification of described user terminal, in described information on services, search corresponding seat mark according to the user ID found, and the seat that the seat found identifies is defined as described target seat.

Entity selected by 18. seats according to claim 17, it is characterized in that, described information on services also comprises service overhead information, and described service overhead information comprises at least one item in following information: the time of request service, the user of request service are to providing the evaluation information of the answer content of the seat of service, other user of described social platform to the evaluation information of answer content of seat providing service;

Described determination module, time also for being designated multiple at the seat found, be defined as described target seat according to described service overhead information by meeting the first pre-conditioned seat in the seat found, described pre-conditioned be or combination in any in following condition:

Entity selected by 19. seats according to claim 16, it is characterized in that, described information on services comprises the mark of each seat and technical ability keyword corresponding to each seat, and the technical ability keyword that each seat is corresponding is the word that in the answer content of each seat, occurrence number is more;

Described determination module, specifically for searching the technical ability keyword with described demand Keywords matching according to described demand keyword in described information on services, and the seat that seat corresponding for the technical ability keyword found identifies is defined as described target seat.

Entity selected by 20. seats according to claim 16, it is characterized in that, described information on services comprises the evaluation information of each seat, and the evaluation information of described each seat comprises at least one in total collection number of times of the satisfaction of each seat, total hop count of answer content of each seat, the answer content of each seat;

Described determination module, specifically for: the routing metric calculating described each seat according to the evaluation information of described each seat, the seat determining to have optimum routing metric is described target seat.

21. 1 kinds of call center systems, is characterized in that, comprising: seat selects entity and controlling call entity;

Described selection entity of attending a banquet, for receiving the information on services that social platform gateway sends, described information on services is the service creation that provides according to the user that the seat of call center is social platform of described social platform gateway;

Described controlling call entity, for selecting entity sending position inquiry request to described attending a banquet when the call request receiving user terminal;

Described selection entity of attending a banquet, also for according to described information on services in the seat of described call center for calling party corresponding to described user terminal determines target seat, and return the mark of described target seat to described controlling call entity;

Described controlling call entity, is also connected with the voice between described user terminal for setting up described target seat according to the mark of described target seat.