CN105472181A - Call forwarding system and method - Google Patents
Call forwarding system and method Download PDFInfo
- Publication number
- CN105472181A CN105472181A CN201610038123.3A CN201610038123A CN105472181A CN 105472181 A CN105472181 A CN 105472181A CN 201610038123 A CN201610038123 A CN 201610038123A CN 105472181 A CN105472181 A CN 105472181A
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- CN
- China
- Prior art keywords
- call
- module
- client
- agent
- incoming call
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- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
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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
- H04M3/42008—Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
Abstract
The invention provides a call forwarding system and method. The corresponding relation between order information and client number is stored in the call forwarding system; a determination module is used for determining whether an incoming call number is an agent service number or a client service number when receiving an incoming call, calls a prompting module when the incoming call number is determined to be an agent service number, and calls a second query module when the incoming call number is determined to be a client service number; the prompting module is used for prompting an agent to input order information; an input module is used for receiving order information; a first query module is used for querying a client number corresponding to the order information; a first forwarding module is used for forwarding the incoming call to the client number; the second query module is used for querying whether an agent contacts the client of the coming call in a recent period, calls the first forwarding module to forward the incoming call to the agent contacting with the client if the agent contacts with the client of the incoming call, and calls the second forwarding module to forward the incoming call to a customer support center if no agent contacts the client of the coming call, thereby protecting agent and client privacy.
Description
Technical field
The present invention relates to communication technical field, particularly a kind of telephone switching system and the call transfer method utilizing this telephone switching system to realize.
Background technology
At present, the agent taking journey needs and the call of client, and first agent finds the contact method taking the client relevant to this agent that journey provides, and the contact method that then agent directly dials this client is conversed.And client is when needing to converse with agent, then the broker contacts mode that customers dial is taken journey and provided is conversed.To the contact method of client be caused to be grasped by agent completely like this; and agential contact method is also grasped by client completely; be unfavorable for protection client and agential privacy; and; take journey when conversing between client and agent not participate in completely; be unfavorable for the service of regulatory agency business, take journey when there is dispute between client and agent and also cannot solve well.
Summary of the invention
The technical problem to be solved in the present invention is that the mode in order to overcome directly call between client and agent in prior art cannot protect client and agential privacy, is also unfavorable for the defect of the service of regulatory agency business, provides a kind of telephone switching system and method.
The present invention solves above-mentioned technical problem by following technical proposals:
The invention provides a kind of telephone switching system, its feature is, it comprises a judge module, a reminding module, an input module, one first enquiry module, one first interconnecting module, one second enquiry module and one second interconnecting module, and this telephone switching system stores the corresponding relation of sequence information and client's number;
This judge module is used for judging that when receiving an incoming call number of this incoming call is agent's service number or customer service number, calling this reminding module when judging to be agent's service number, calling this second enquiry module when judging to be customer service number;
This reminding module inputs sequence information for pointing out agent;
This input module is for receiving this sequence information;
This first enquiry module is for inquiring about client's number corresponding to this sequence information;
This first interconnecting module is used for this calls transfer to this client's number;
Whether this second enquiry module has broker contacts to cross the client of this incoming call for inquiring about in the nearest time period, if have, call this first interconnecting module by this calls transfer to the agent of this trade connection, if not, call this second interconnecting module by this calls transfer to one customer service call center.
Preferably, it also comprises a logging modle, and this logging modle is used for the log call information when agent and client set up call.
Preferably, this call-information comprises dialog context, air time and the duration of call.
Preferably, this logging modle is used for form recording call content of recording.
The present invention also provides a kind of call transfer method, and its feature is, it utilizes above-mentioned telephone switching system to realize, and this call transfer method comprises the following steps:
S
1, this judge module judges that when receiving an incoming call number of this incoming call is agent's service number or customer service number, enters step S when judging to be agent's service number
2, enter step S when judging to be customer service number
6;
S
2, this reminding module prompting agent input sequence information;
S
3, this input module receives this sequence information;
S
4, this first enquiry module inquires about client's number corresponding to this sequence information;
S
5, this first interconnecting module by this calls transfer to this client's number;
S
6, this second enquiry module inquiry a nearest time period in whether have broker contacts to cross the client of this incoming call, if having, enter step S
7, otherwise enter step S
8;
S
7, this first interconnecting module by this calls transfer to the agent of this trade connection;
S
8, this second interconnecting module is by this calls transfer to one customer service call center.
Preferably, this telephone switching system also comprises a logging modle, and this logging modle is log call information when agent and client set up call.
Preferably, this call-information comprises dialog context, air time and the duration of call.
Preferably, this logging modle is with form recording call content of recording.
On the basis meeting this area general knowledge, above-mentioned each optimum condition, can combination in any, obtains the preferred embodiments of the invention.
Positive progressive effect of the present invention is:
The present invention relates to agent and client is conversed by telephone switching system; effectively can hide the number of agent and client; protect the privacy of agent and client; can check and add up call record; can the service of regulatory agency business, and the dispute of agent and client can be solved by telephone switching system recording.
Accompanying drawing explanation
Fig. 1 is agent and the customer phone transfer platform Organization Chart of present pre-ferred embodiments.
Fig. 2 is the structured flowchart of the telephone switching system of present pre-ferred embodiments.
Fig. 3 is the flow chart of agent's calling customer of present pre-ferred embodiments.
Fig. 4 is the agential flow chart of customer call of present pre-ferred embodiments.
Embodiment
Mode below by embodiment further illustrates the present invention, but does not therefore limit the present invention among described scope of embodiments.
As illustrated in fig. 1 and 2, the present embodiment provides a kind of telephone switching system, it comprises judge module 1, reminding module 2, input module 3,1 first enquiry module 4,1 first interconnecting module 5,1 second enquiry module 6,1 second interconnecting module 7 and a logging modle 8, and this telephone switching system stores the corresponding relation of sequence information and client's number.
Lower mask body introduces the function that each functional module realizes:
This judge module 1 is for judging that when receiving an incoming call number of this incoming call is agent's service number or customer service number, calling this reminding module 2 when judging to be agent's service number, calling this second enquiry module 6 when judging to be customer service number;
This reminding module 2 inputs sequence information for pointing out agent;
This input module 3 is for receiving this sequence information;
This first enquiry module 4 is for inquiring about client's number corresponding to this sequence information;
This first interconnecting module 5 for by this calls transfer to this client's number;
Whether this second enquiry module 6 has broker contacts to cross the client of this incoming call for inquiring about in the nearest time period, if have, call this first interconnecting module 5 by this calls transfer to the agent of this trade connection, if not, call this second interconnecting module 7 by this calls transfer to one customer service call center.
This logging modle 8 is for the log call information when agent and client set up call, and this call-information comprises dialog context, air time and the duration of call, and this logging modle 8 is for form recording call content of recording.
The present embodiment also provides a kind of call transfer method, and it utilizes above-mentioned telephone switching system to realize, and this call transfer method comprises the following steps:
S
1, this judge module judges that when receiving an incoming call number of this incoming call is agent's service number or customer service number, enters step S when judging to be agent's service number
2, enter step S when judging to be customer service number
6;
S
2, this reminding module prompting agent input sequence information;
S
3, this input module receives this sequence information;
S
4, this first enquiry module inquires about client's number corresponding to this sequence information;
S
5, this first interconnecting module by this calls transfer to this client's number;
S
6, this second enquiry module inquiry a nearest time period in whether have broker contacts to cross the client of this incoming call, if having, enter step S
7, otherwise enter step S
8;
S
7, this first interconnecting module by this calls transfer to the agent of this trade connection;
S
8, this second interconnecting module is by this calls transfer to one customer service call center.
And, this logging modle log call information in agent and client's communication process.
For an example, the present invention is described below:
As shown in Figure 3, when agent needs to converse with client, agent is agent's service number of providing of called telephone adapting system first, telephone switching system prompting agent inputs order number, agent inputs order number by telephone key-press, telephone switching system is by order number inquiry client number, and then telephone switching system outgoing call client number, agent is conversed by telephone switching system and client.
As shown in Figure 4, when client needs to converse with agent, client is the customer service number that provides of called telephone adapting system first, whether then call forwarding platform was checked in 24 hours has broker contacts to cross this client, if You Ze Call Agent trading company code, then client can be conversed by telephone switching system and agent, if not, the customer service call center of journey is taken in calling, then client can be conversed by telephone switching system and customer service.In the process of call, telephone switching system can record client and agential recording and message registration.
In actual applications, telephone switching system of the present invention supports 1000 agents and the concurrent call of client, and support subagent's every day 100,000 and client converse.
Although the foregoing describe the specific embodiment of the present invention, it will be understood by those of skill in the art that these only illustrate, protection scope of the present invention is defined by the appended claims.Those skilled in the art, under the prerequisite not deviating from principle of the present invention and essence, can make various changes or modifications to these execution modes, but these change and amendment all falls into protection scope of the present invention.
Claims (8)
1. a telephone switching system, it is characterized in that, it comprises a judge module, a reminding module, an input module, one first enquiry module, one first interconnecting module, one second enquiry module and one second interconnecting module, and this telephone switching system stores the corresponding relation of sequence information and client's number;
This judge module is used for judging that when receiving an incoming call number of this incoming call is agent's service number or customer service number, calling this reminding module when judging to be agent's service number, calling this second enquiry module when judging to be customer service number;
This reminding module inputs sequence information for pointing out agent;
This input module is for receiving this sequence information;
This first enquiry module is for inquiring about client's number corresponding to this sequence information;
This first interconnecting module is used for this calls transfer to this client's number;
Whether this second enquiry module has broker contacts to cross the client of this incoming call for inquiring about in the nearest time period, if have, call this first interconnecting module by this calls transfer to the agent of this trade connection, if not, call this second interconnecting module by this calls transfer to one customer service call center.
2. telephone switching system as claimed in claim 1, it is characterized in that, it also comprises a logging modle, and this logging modle is used for the log call information when agent and client set up call.
3. telephone switching system as claimed in claim 2, it is characterized in that, this call-information comprises dialog context, air time and the duration of call.
4. telephone switching system as claimed in claim 3, is characterized in that, this logging modle is used for form recording call content of recording.
5. a call transfer method, is characterized in that, it utilizes telephone switching system as claimed in claim 1 to realize, and this call transfer method comprises the following steps:
S
1, this judge module judges that when receiving an incoming call number of this incoming call is agent's service number or customer service number, enters step S when judging to be agent's service number
2, enter step S when judging to be customer service number
6;
S
2, this reminding module prompting agent input sequence information;
S
3, this input module receives this sequence information;
S
4, this first enquiry module inquires about client's number corresponding to this sequence information;
S
5, this first interconnecting module by this calls transfer to this client's number;
S
6, this second enquiry module inquiry a nearest time period in whether have broker contacts to cross the client of this incoming call, if having, enter step S
7, otherwise enter step S
8;
S
7, this first interconnecting module by this calls transfer to the agent of this trade connection;
S
8, this second interconnecting module is by this calls transfer to one customer service call center.
6. call transfer method as claimed in claim 5, it is characterized in that, this telephone switching system also comprises a logging modle, and this logging modle is log call information when agent and client set up call.
7. call transfer method as claimed in claim 6, it is characterized in that, this call-information comprises dialog context, air time and the duration of call.
8. call transfer method as claimed in claim 7, it is characterized in that, this logging modle is with form recording call content of recording.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610038123.3A CN105472181A (en) | 2016-01-20 | 2016-01-20 | Call forwarding system and method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610038123.3A CN105472181A (en) | 2016-01-20 | 2016-01-20 | Call forwarding system and method |
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| Publication Number | Publication Date |
|---|---|
| CN105472181A true CN105472181A (en) | 2016-04-06 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201610038123.3A Pending CN105472181A (en) | 2016-01-20 | 2016-01-20 | Call forwarding system and method |
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| CN (1) | CN105472181A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109995950A (en) * | 2017-12-30 | 2019-07-09 | 中国移动通信集团贵州有限公司 | Method, system, equipment and the medium of telephone outbound call |
| CN110545360A (en) * | 2018-05-28 | 2019-12-06 | 拉扎斯网络科技（上海）有限公司 | Communication privacy protection method, device, equipment and computer readable storage medium |
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| US20050135587A1 (en) * | 2003-12-19 | 2005-06-23 | International Business Machines Corporation | Subscriber service management |
| CN101246643A (en) * | 2007-02-16 | 2008-08-20 | 纪明志 | Transportation tool automatic allocating method and system |
| CN102035947A (en) * | 2009-09-27 | 2011-04-27 | 事必达科技股份有限公司 | Method and device for establishing communication wiring |
| CN103067620A (en) * | 2011-10-21 | 2013-04-24 | 中兴通讯股份有限公司 | Method and device of realizing customer services |
| CN103973909A (en) * | 2013-02-01 | 2014-08-06 | 国民技术股份有限公司 | Call forwarding method and call forwarding platform |
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2016
- 2016-01-20 CN CN201610038123.3A patent/CN105472181A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20050135587A1 (en) * | 2003-12-19 | 2005-06-23 | International Business Machines Corporation | Subscriber service management |
| CN101246643A (en) * | 2007-02-16 | 2008-08-20 | 纪明志 | Transportation tool automatic allocating method and system |
| CN102035947A (en) * | 2009-09-27 | 2011-04-27 | 事必达科技股份有限公司 | Method and device for establishing communication wiring |
| CN103067620A (en) * | 2011-10-21 | 2013-04-24 | 中兴通讯股份有限公司 | Method and device of realizing customer services |
| CN103973909A (en) * | 2013-02-01 | 2014-08-06 | 国民技术股份有限公司 | Call forwarding method and call forwarding platform |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109995950A (en) * | 2017-12-30 | 2019-07-09 | 中国移动通信集团贵州有限公司 | Method, system, equipment and the medium of telephone outbound call |
| CN109995950B (en) * | 2017-12-30 | 2021-11-02 | 中国移动通信集团贵州有限公司 | Method, system, device and medium for telephone call-out |
| CN110545360A (en) * | 2018-05-28 | 2019-12-06 | 拉扎斯网络科技（上海）有限公司 | Communication privacy protection method, device, equipment and computer readable storage medium |
| CN110545360B (en) * | 2018-05-28 | 2021-06-08 | 拉扎斯网络科技（上海）有限公司 | Communication privacy protection method, device, equipment and computer readable storage medium |
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Application publication date: 20160406 |
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