CN107580153A - Trunk convergence method, system, equipment and the storage medium of call center - Google Patents
Trunk convergence method, system, equipment and the storage medium of call center Download PDFInfo
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Abstract
The invention provides trunk convergence method, system, equipment and the storage medium of a kind of call center, this method includes the call request information that user is received by network service or application service, and the call request information includes called number and channel number；Searched from default two-stage dialing number and the two-stage dialing number corresponding to the channel number；According to router corresponding to the call request information and corresponding two-stage dialing numbers match, the routing iinformation of the router is obtained, the routing iinformation includes route-type and routing value；According to the call request of the RI-Pro user of the router.The present invention restrains to 400 telephone numbers, each enterprise externally can only provide 400 telephone numbers, and each different channel is distinguished by two-stage dialing number, so as to be restrained to trunk, telephone line cost is saved, improves cooperation channel service quality.
Description
Technical field
The present invention relates to call-center technology field, more particularly to a kind of call center for saving a large amount of trunk costs
Trunk convergence method, system, equipment and storage medium.
Background technology
400 phones are to aim at the virtual telephony exchange that number is unified in the whole country that enterprises and institutions design, all groups
Incoming call toward 400 general numbers is relayed on landline telephone set in advance, mobile phone or call center's special line.But for
For enterprise, often have other many cooperation channels, and be not merely that enterprise provides service in itself, may be also required to and other
Cooperation channel is coordinated.For example, for tourism platform enterprise, it may be necessary to each bank, each airline, each
The different channels such as individual travel party are cooperated, and user might have and other canals when dialing 400 phone of tourism platform enterprise
The demand that road is communicated, it is required for realizing by call center.
In actual applications, if tourism platform enterprise only provides 400 numbers, can not correctly be transferred to user please
In each channel asked, therefore enterprise generally requires to apply for the call center of independent multiple 400 special telephone lines access enterprise.Enterprise
Industry need every year for the number of this batch 400 to common carrier (such as move, telecommunications, UNICOM etc.) pay a large amount of expenses.And this
The management platform that 400 number neither ones can be unified is criticized, certainly will also influence whether the service quality at enterprise call center.
The content of the invention
For the problems of the prior art, it is an object of the invention to provide a kind of trunk convergence side of call center
Method, system, equipment and storage medium, 400 telephone numbers are restrained, so as to be restrained to trunk, save phone
Line cost, improve cooperation channel service quality.
The embodiment of the present invention provides a kind of trunk convergence method of call center, and methods described comprises the following steps：
The call request information of user is received by network service or application service, the call request information includes quilt
Call out the numbers code and channel number；
Searched from default two-stage dialing number and the two-stage dialing number corresponding to the channel number；
According to router corresponding to the call request information and corresponding two-stage dialing numbers match, the route is obtained
The routing iinformation of device, the routing iinformation include route-type and routing value；
According to the call request of the RI-Pro user of the router, comprise the following steps：When the route class
When type is rotor flow type, the call request of user is transferred to interactive voice answering flow corresponding to the routing value；When
When the route-type is is transferred to mouthful virtual unit network type, the call request of user is transferred to corresponding to the routing value
Mouth virtual unit network.
Alternatively, the call request information for receiving user, comprises the following steps：
The call request of user is received, obtains the original number that user asks 400 phone types of connection；
Inquired about to obtain the called number of user's request connection according to the original number.
Alternatively, a variety of call request paths, each call request road are preset in network service or application service
The corresponding channel number in footpath；
The call request information for receiving user, comprises the following steps：
The call request of user is received, obtains the call request path of user；
Channel number corresponding with the call request path is searched from default channel number.
Alternatively, multiple hyperlink are preset in network service or application service, each hyperlink corresponds to one respectively
The original number of channel number and one 400 phone types；
The call request information for receiving user, comprises the following steps：
Receive the request of user's clickable hyperlinks, obtain channel symbolic identifier corresponding to the hyperlink being clicked and
The original number of 400 phone types；
Inquired about to obtain the called number of user's request connection according to the original number.
Alternatively, also comprise the following steps：
When not receiving the channel of user, judge whether the number of user's input channel number is less than predetermined threshold value；
If the number that user inputs channel number is less than predetermined threshold value, user is prompted to input channel number, and obtain user
The channel number of input.
Alternatively, it is pre- also to include calling number, router corresponding to the matching, including basis for the call request information
If router matched rule priority orders match corresponding router successively.
Alternatively, when two-stage dialing number be present, the priority orders of the router matched rule are：
First according to calling number, called number and two-stage dialing numbers match router；
When in the absence of the router matched with calling number, called number and two-stage dialing number, according to caller number
Code and two-stage dialing numbers match router；
When in the absence of the router matched with caller number and two-stage dialing number, according to called number and two-stage dialing
Numbers match router；
When in the absence of the router matched with caller number and two-stage dialing number, and in the absence of with called number and secondary
During the router that dialed number matches, according to two-stage dialing numbers match router.
Alternatively, when in the absence of two-stage dialing number, the priority orders of the router matched rule are：
Router is matched according to calling number and called number first；
When in the absence of the router matched with calling number and called number, according to calling number or called number
With router.
Alternatively, according to the call request of the RI-Pro user of the router, also comprise the following steps：
When the route-type is to turn specified services, the service ID number corresponding to the routing value is obtained；
The ingress virtual device network group corresponding to the service ID number is searched, in the ingress virtual device network group
Including with it is described service ID number corresponding to multiple ingress virtual device networks；
According to the default ingress virtual for being transferred to priority and highest priority being selected from the ingress virtual device network group
Device network；
If the ingress virtual device network of highest priority is currently available, the call request of user is transferred to priority
Highest ingress virtual device network；
If the ingress virtual device network of highest priority is currently unavailable, by the ingress virtual of the highest priority
Device network excludes the ingress virtual device network group, reselects highest priority in the ingress virtual device network group
Ingress virtual device network.
Alternatively, also comprise the following steps：
Counted in preset time range in the ingress virtual device network group each ingress virtual device network by with
The number that family directly selects, the priority of the more ingress virtual device network of number are higher；Or
User's scoring of each ingress virtual device network in the ingress virtual device network group is counted, user's scoring is got over
The priority of high ingress virtual device network is higher.
Alternatively, the routing iinformation also includes the route working time, and the route-type and routing value include route work
Make the route-type and routing value and the route-type and routing value that route the non-working time of time；The call request information
Call request time can also be included；
Methods described also comprises the following steps：
If call request time within the route working time, according to the route-type of route working time by user
Call request be transferred to route the working time routing value corresponding to interactive voice answering flow or ingress virtual device network；
If call request time, will according to the route-type of route non-working time within the route non-working time
The call request of user is transferred to interactive voice answering flow or ingress virtual corresponding to the routing value of route non-working time and set
Standby network.
Alternatively, when the route-type is rotor flow type, the call request of user is transferred to the routing value pair
After the interactive voice answering flow answered, also comprise the following steps：
The sub-process two-stage dialing number that user inputs in interactive voice answering flow is received, according to the sub-process
Two-stage dialing numbers match sub-process router, obtain the sub-process routing iinformation of the sub-process router；
Ingress virtual device network corresponding to the call request of user is transferred to according to the sub-process routing iinformation.
Alternatively, the call request information also includes straight number；Methods described is also included according to described straight number processing
The step of call request of the user；
Comprised the following steps according to the call request of the described straight number processing user：
Search interactive voice answering flow corresponding with described straight number in default interactive voice answering flow number
Number；
The call request of user is transferred to by corresponding interactive voice answering according to the interactive voice answering flow number
Flow.
Alternatively, after according to the call request of the RI-Pro user of the router, perform according to described straight
The step of call request of the number of the falling processing user.
Alternatively, according to the call request of the RI-Pro user of the router, also comprise the following steps：
When the route class that the route-type for the router for not matching router, matching is router that is empty or matching
When type is turns acquiescence, the call request of user is transferred to default entry virtual unit network or acquiescence interactive voice answering stream
Journey.
The embodiment of the present invention also provides a kind of trunk collective system of call center, for realizing in described calling
The trunk convergence method of the heart, the system include：
Call request acquisition module, for receiving the call request information of user by network service or application service,
The call request information includes called number and channel number；
Secondary number acquisition module, for being searched from default two-stage dialing number and two corresponding to the channel number
Secondary dialed number；
Router matching module, for according to corresponding to the call request information and corresponding two-stage dialing numbers match
Router, obtains the routing iinformation of the router, and the routing iinformation includes route-type and routing value；
Call request processing module, for the call request of the RI-Pro user according to the router, including：
When the route-type is rotor flow type, the call request of user is transferred to interactive voice corresponding to the routing value
Response flow；And when the route-type is is transferred to mouthful virtual unit network type, the call request of user is transferred to institute
State ingress virtual device network corresponding to routing value.
The embodiment of the present invention also provides a kind of trunk convergence equipment of call center, including：
Processor；
Memory, wherein being stored with the executable instruction of the processor；
Wherein, the processor is configured to perform the relaying of described call center via the executable instruction is performed
The step of circuit convergence method.
The embodiment of the present invention also provides a kind of computer-readable recording medium, and for storage program, described program is performed
The step of trunk convergence method of call center described in Shi Shixian.
It should be appreciated that the general description and following detailed description of the above are only exemplary and explanatory, not
The disclosure can be limited.
Trunk convergence method, system, equipment and the storage medium of call center provided by the present invention have following
Advantage：
The present invention restrains, each by using " called number+two-stage dialing number " mode to 400 telephone numbers
Enterprise externally can only provide 400 telephone numbers, and each different channel is distinguished by two-stage dialing number, so as to
Trunk is restrained, saves telephone line cost, improves cooperation channel service quality；The two-stage dialing number of user by
Network service or application service channel number set in advance are distinguished, and are manually entered two-stage dialing number without user, are not having
It when getting correct two-stage dialing number, can require that user inputs again, reduce user's operation, improve user's body
Test；Regular configurableization in road of each trunk, provided for operation maintenance personnel and easily manage and safeguard；It is same interactive
Voice answering flow is unified to restrain, and saves development cost.
Brief description of the drawings
The detailed description made by reading with reference to the following drawings to non-limiting example, further feature of the invention,
Objects and advantages will become more apparent upon.
Fig. 1 is the flow chart of the trunk convergence method of the call center of one embodiment of the invention；
Fig. 2 is the interface schematic diagram that the network service of one embodiment of the invention or application service receive user's call request；
Fig. 3 is the flow chart of the trunk convergence method of the call center of a specific embodiment of the invention；
Fig. 4 is the schematic diagram at the 400 number administration interfaces of one embodiment of the invention；
Fig. 5 is the schematic diagram of the routing iinformation configuration interface of one embodiment of the invention；
Fig. 6 is the interface schematic diagram of the matched routings rule editing of one embodiment of the invention；
Fig. 7 is the structural representation of the trunk collective system of the call center of one embodiment of the invention；
Fig. 8 is the structural representation of the trunk convergence equipment of the call center of one embodiment of the invention；
Fig. 9 is the structural representation of the computer-readable recording medium of one embodiment of the invention.
Embodiment
Example embodiment is described more fully with referring now to accompanying drawing.However, example embodiment can be with a variety of shapes
Formula is implemented, and is not understood as limited to example set forth herein；On the contrary, these embodiments are provided so that the disclosure will more
Fully and completely, and by the design of example embodiment comprehensively it is communicated to those skilled in the art.Described feature, knot
Structure or characteristic can be incorporated in one or more embodiments in any suitable manner.
In addition, accompanying drawing is only the schematic illustrations of the disclosure, it is not necessarily drawn to scale.Identical accompanying drawing mark in figure
Note represents same or similar part, thus will omit repetition thereof.Some block diagrams shown in accompanying drawing are work(
Can entity, not necessarily must be corresponding with physically or logically independent entity.These work(can be realized using software form
Energy entity, or these functional entitys are realized in one or more hardware modules or integrated circuit, or at heterogeneous networks and/or place
These functional entitys are realized in reason device device and/or microcontroller device.
As shown in figure 1, the trunk convergence method of the call center comprises the following steps：
S100：The call request information of user, the call request information are received by network service or application service
Including called number and channel number；The WEB-browsing services that network service provides generally by browser herein, application service
Generally refer to the service that app in client is provided the user.
S200：Searched from default two-stage dialing number and the two-stage dialing number corresponding to the channel number；
S300：According to router corresponding to the call request information and corresponding two-stage dialing numbers match, institute is obtained
The routing iinformation of router is stated, the routing iinformation includes route-type and routing value；
S400：According to the call request of the RI-Pro user of the router, comprise the following steps：
S410：When the route-type is rotor flow type, routing value is corresponding interactive voice answering stream
Cheng Hao, the call request of user is transferred to corresponding interactive voice answering flow accordingly；Interactive voice answering is IVR,
Interactive Voice Response, user only need that with phone service centre can be entered, can be according to operation indicating
Cell phone entertainment product is listened to, the content that can also be inputted according to user plays relevant information.
S420：When the route-type is is transferred to mouthful virtual unit network type, routing value be corresponding to entrance it is empty
Standby network number is proposed, the call request of user is transferred to corresponding ingress virtual device network accordingly.Ingress virtual device network
That is entrance VDN, the door virtual equivalent to one, outside calling is by service system corresponding to the entrance of this.For example, it is used for AA
The ingress virtual device network of hotel service, or ingress virtual device network for AA bank services etc., it is being transferred to correspondingly
Ingress virtual device network after, that is, be transferred to corresponding service.
Wherein, the called number refers to the landing number of 400 numbers.Because 400 numbers are unifications in the whole country
Number, limited without ownership place.The landing number of 400 numbers, it is exactly that the location of this 400 telephony server signal tower actual refers to
To number.One 400 number may correspond to multiple landing numbers.And two-stage dialing number, be from hyperplasia into differentiation electricity
The numbering of circuit is talked about, after phone convergence, 400 numbers can correspond to multiple two-stage dialing numbers.
Therefore, the call request information for receiving user, may include steps of：
The call request of user is received, obtains the original number that user asks 400 phone types of connection；Then basis
The original number is inquired about to obtain the called number that user asks connection.Inquiry herein is usually (such as to be moved by common carrier
Dynamic, telecommunications, UNICOM etc.) inquiry mode that provides, lands number, i.e. real called party according to 400 number cans are found corresponding to
Number.
, can be by the way of " called number+separator+two-stage dialing number " after two-stage dialing number is got
To represent the real call request of user.Each channel is distinguished due to adding two-stage dialing number, therefore for an enterprise
For industry, it is possible to use only 400 numbers, or using 400 numbers relative to prior art much smaller number, so as to real
Show the convergence of 400 numbers and the trunk of call center, save a large amount of telephone line costs.
In system is pre-set, channel number and two-stage dialing number have the corresponding relation pre-set, that is, get
Channel number corresponding to the call request of user, it is possible to the two-stage dialing number of corresponding user.Herein channel correspond to it is each not
With services channels, such as travel platform call center for, may have respectively AA banks, BB banks, Shanghai's tourism,
The multiple different channels of air ticket, train ticket etc..Many kinds can be had by obtaining the mode of channel number, such as in network service or be answered
With a variety of call request paths are preset in service, each call request path corresponds to a channel number；Receive user
Call request when, while obtain the call request path of user；Searched and the call request road from default channel number
Channel number corresponding to footpath.
As shown in Fig. 2 to provide the user the schematic diagram at the interface of service in one embodiment of the invention.In the interface,
Multiple hyperlink, such as AA banks can be preset, BB banks, CC banks, uses help etc..Each hyperlink is right respectively
Answer the original number of a channel number and one 400 phone types.For same tourism platform, corresponding to each hyperlink
The original number of 400 phone types can be identical, or multiple hyperlink correspond to original number of same 400 phone type
Code, to be restrained to 400 numbers, and is transferred to follow-up identical call request handling process.
The call request information for receiving user, that is, include the request for receiving user's clickable hyperlinks, obtain quilt
The original number of channel symbolic identifier and 400 phone types corresponding to the hyperlink of click, then according to the original number
Inquiry obtains the called number that user asks connection, so as to obtain the information of " called number+separator+two-stage dialing number ".
After two-stage dialing number corresponding to recognizing, you can to carry out the matching of router, and according to router
Type selecting processing mode.For example, user selects AA banks, the router matched is usually to be transferred to a mouthful virtual unit network class
Type, routing value are usually the ingress virtual device network number of AA banks, and the call request of user is transferred into AA banks；User selects
Select and use help, the router matched is usually rotor flow type, and routing value is that the interactive voice for using help interacts
Flow number, it can be that user plays one end using voice is helped, submenu can also be further provided for, select what needs for user
Plant help.
As shown in figure 3, the flow chart of the convergent method of trunk for the call center of a specific embodiment of the invention.
First, user calls the phone of enterprise 400 in browser or app, such as calls 4001234567, and obtain user carrys out telecommunications
Breath, inquiry obtains called number, such as called number corresponding to 400 number is 02112345678.
Then further determine whether to be collected into channel number, if it is collected into, such as channel number is 987, then by called number
Code and the synthesis of channel number 987 " 02112345678,987 " form, there is provided used to follow-up process.If it is not collected into canal
Taoist monastic name is, it is necessary to judge whether the number of user's input channel number is less than predetermined threshold value；If the number that user inputs channel number is small
In predetermined threshold value, then prompt user to input channel number, and obtain the channel number of user's input.If user inputs time of channel number
Number reaches predetermined threshold value, still without channel number is got, then abandons the acquisition of channel number.
After channel number is got, router is matched according to channel number, called number, obtains routing iinformation, routing iinformation
Can include route-type, routing value, whether working time, matched routings mode etc..After matching router, according to route
Type is transferred to interactive voice answering flow corresponding to routing value or ingress virtual device network.
Further, the call request information can also include calling number, router corresponding to the matching, including
Corresponding router is matched successively according to default router matched rule priority orders., can be with when matching routing iinformation
Matched according to one or more of calling number, called number and channel number.
Further, when two-stage dialing number be present, the priority orders of the router matched rule are：
Highest：According to calling number, called number and two-stage dialing numbers match router；
Secondly：According to calling number and two-stage dialing numbers match router；
Again：According to called number and two-stage dialing numbers match router；
It is minimum：When in the absence of the router matched with caller number and two-stage dialing number, and it is not present and called number
During the router matched with two-stage dialing number, according to two-stage dialing numbers match router.
Further, when in the absence of two-stage dialing number, the priority orders of the router matched rule are：
Highest：According to calling number and called number matching router；
It is minimum：According to calling number or called number matching router.
Once matching router, that is, the routing iinformation of the router of matching is returned to, if not matching result, returned
Matching result is sky.
Further, according to the call request of the RI-Pro user of the router, in addition to ICR feelings are turned
Condition, that is, comprise the following steps：
When the route-type is to turn specified services, the service ID number corresponding to the routing value is obtained, i.e.,
ServiceID；ServiceID and various services can be corresponding, such as correspondingly an ID, ticketing service are corresponding for bank service
One ID, the corresponding ID of tourist service etc..
The ingress virtual device network group corresponding to the service ID number is searched, in the ingress virtual device network group
Including with it is described service ID number corresponding to multiple ingress virtual device networks；For example, the service of user's selection is bank service,
The ingress virtual device network group of corresponding bank service, wherein including the ingress virtual of AA banks, BB banks, CC banks etc. respectively
Device network, if the ingress virtual device network group for being ticketing service, corresponding to ticketing service of user's selection, can include
The ingress virtual device network of Eastern Air Lines Inc., Shanghai Airlines, China Southern Airline etc., each air ticket can also be included
The ingress virtual device network of agency.
According to the default ingress virtual for being transferred to priority and highest priority being selected from the ingress virtual device network group
Device network；
If the ingress virtual device network of highest priority is currently available, the call request of user is transferred to priority
Highest ingress virtual device network；
If the ingress virtual device network of highest priority is currently unavailable, by the ingress virtual of the highest priority
Device network excludes the ingress virtual device network group, reselects highest priority in the ingress virtual device network group
Ingress virtual device network.Ingress virtual device network group is excluded herein, is only limitted to search ingress virtual facility network herein
Network, after a while, the ingress virtual device network of possible highest priority recover available, still can provide corresponding be transferred to
Function.By that analogy, if subsequent entry virtual unit network has disabled, continue to select the entrance of next priority level
Virtual unit network.
Further, the priority of each ingress virtual device network in same ingress virtual device network group is set
The mode of putting can have a variety of, such as each ingress virtual in the ingress virtual device network group be counted in preset time range
The number that device network is directly selected by user, the priority of the more ingress virtual device network of number are higher；Or statistics
User's scoring of each ingress virtual device network, the higher ingress virtual of user's scoring in the ingress virtual device network group
The priority of device network is higher；Or priority is matched according to the working time length of ingress virtual device network；Or can
To be judged according to the calling number of user, if user once directly selected a certain ingress virtual device network, this is entered
The priority of mouthful virtual unit network improves, when user selects such service again, entrance that preferential distributing user connected
Virtual unit network.
Further, the routing iinformation can also include the route working time, and the route-type and routing value include
It route the route-type and routing value and the route-type and routing value that route the non-working time of working time.As shown in figure 5,
For the interface schematic diagram of default route information editor.Can wherein the working time be directed to and router is respectively configured in the non-working time
Route-type and ingress virtual device network number or interactive voice answering flow number.The call request information can also wrap
Include call request time；
Methods described also comprises the following steps：
If call request time within the route working time, according to the route-type of route working time by user
Call request be transferred to route the working time routing value corresponding to interactive voice answering flow or ingress virtual device network；
If call request time, will according to the route-type of route non-working time within the route non-working time
The call request of user is transferred to interactive voice answering flow or ingress virtual corresponding to the routing value of route non-working time and set
Standby network.
Further, when the route-type is rotor flow type, the call request of user is transferred to the routing value
After corresponding interactive voice answering flow, it can also comprise the following steps：
The sub-process two-stage dialing number that user inputs in interactive voice answering flow is received, according to the sub-process
Two-stage dialing numbers match sub-process router, obtain the sub-process routing iinformation of the sub-process router；According to the son
The call request of user is transferred to corresponding ingress virtual device network by flow routing iinformation.Sub-process routing iinformation can also wrap
Include route-type, routing value (No. VDN, ServiceID, No. IVR), whether working time, matched routings mode etc..
Further, the call request information can also include straight number.Straight number refer to 400 phones followed by
Parameter, such as further increase by 65 parameters as straight number behind 4001234567.Phone can be gone to by straight number
Preset interactive voice answering flow corresponding with the straight number.Therefore methods described also includes according to described straight number
The step of handling the call request of the user, specifically comprises the following steps：
Search interactive voice answering flow corresponding with described straight number in default interactive voice answering flow number
Number；Interactive voice answering flow corresponding to the call request of user is transferred to according to the interactive voice answering flow number.
The straight number interactive voice answering flow that the call request of user directly can be transferred to lower floor, equivalent to carrying
A kind of shortcut for the interactive voice answering flow for arriving at lower floor is supplied, without being entered by menu setecting from level to level
Lower floor.
It is possible to further set channel number and straight number simultaneously, for example with 02112345678,987,65 form
Router is matched, wherein 987 be two-stage dialing number, 65 be straight number.It is general first when channel number and straight be present simultaneously
According to the call request of the RI-Pro user of the router and then perform according to the described straight number processing use
The step of call request at family.The call request of user is first handled according to channel number, exhaling for user is handled further according to straight number
Cry request.But protection scope of the present invention not limited to this.
Alternatively, according to the call request of the RI-Pro user of the router, also comprise the following steps：
When the route class that the route-type for the router for not matching router, matching is router that is empty or matching
When type is turns acquiescence, the call request of user can be transferred to default entry virtual unit network or acquiescence interactive voice answering
Flow.
Using the trunk convergence method of the call center of the present invention, can unify to receive 400 phones of enterprise
Hold back and manage, for example, as shown in figure 4, interface schematic diagram for 400 number administrations.Existing 400 number can easily be safeguarded
And related road is regular, and the state of each 400 number is modified, selection starts or disabled 400 number.It can also increase newly
One 400 new number routing rule, or delete the 400 number routing rules in a Geju City.Likewise it is possible to the road to router
Configured by information, as shown in Figure 5.Further, edlin can also be entered to the matched rule of router.As shown in fig. 6,
For the interface schematic diagram of the matched routings rule editing of an embodiment.It is achieved thereby that the matched routings rule of trunk can match somebody with somebody
Putting, provided for operation maintenance personnel and easily manage and safeguard.
Further, in matched routings rule, caller route can also be set, i.e., some specific calling numbers are sent a telegram here,
According to the routing rule of setting, specified interactive voice interaction flow or ingress virtual device network are routed to；It can also set
Called route, i.e., some specific called numbers are sent a telegram here, according to the routing rule of setting, be routed to specified interactive voice interaction
Flow or ingress virtual device network；Acquiescence channel route can also be set, i.e., to specifying channel, the routing rule of setting, is used
The family incoming call channel, it is routed to specified interactive voice interaction flow or ingress virtual device network.
Thus, using the embodiment call center trunk convergence method, there is provided it is a kind of cost-effective and carry
The method of the call request processing of high cooperation channel service quality, so as to improve the service quality of call center.
As shown in fig. 7, the embodiment of the present invention also provides a kind of trunk collective system of call center, for realizing
The trunk convergence method of the call center stated, the system includes call request acquisition module 100, secondary number obtains mould
Block 200, router matching module 300 and call request processing module 400, wherein：
The call request acquisition module 100 is used for the call request that user is received by network service or application service
Information, the call request information include called number and channel number；
It is right that the secondary number acquisition module 200 is used for lookup and the channel number institute from default two-stage dialing number
The two-stage dialing number answered；
The router matching module 300 is used for according to the call request information and corresponding two-stage dialing numbers match
Corresponding router, obtains the routing iinformation of the router, and the routing iinformation includes route-type and routing value；
The call request processing module 400 is used for please according to the calling of the RI-Pro user of the router
Ask, including：When the route-type is rotor flow type, the call request of user is transferred to corresponding to the routing value mutually
Dynamic formula voice answering flow；And when the route-type is is transferred to mouthful virtual unit network type, please by the calling of user
Ask and be transferred to ingress virtual device network corresponding to the routing value.
Further, the trunk collective system of the call center of the embodiment can also include interactive voice answering
Management module 500, for when not getting the channel of user, prompting user to input channel number, and be in route-type
During rotor flow type, interactive voice is carried out with user, and the router of sub-process, root are further selected according to the operation of user
Subsequent processes are selected according to the routing iinformation of sub-process router.
By using the trunk collective system of the call center of the embodiment, realized by technology according to different two
Secondary dialed number distinguishes phone channel, then according to different phone channels to service entrance corresponding to client's offer.Client
The different two-stage dialing numbers of IVR can be brought by dialing the different channel of 400 numbers, after IVR flows collect two-stage dialing number
Service acquisition routing iinformation is restrained by trunk, if the entrance of 400 numbers does not bring two-stage dialing number into and can also prompt visitor
Family inputs, and then calls trunk convergence service acquisition routing iinformation.
Further, the trunk collective system of the call center of the embodiment can also include routing iinformation configuration mould
Block (not shown), the routing iinformation of router easily manage and safeguard；Matched routings rule can also be included
Configuration module (not shown), edlin and modification are entered to the matched routings rule of router.Configuration module greatly reduces
A large amount of trunk numbers and circuit correspond to the expense of maintenance and management dynamics and cost of two-stage dialing number.
The embodiment of the present invention also provides a kind of trunk convergence equipment of call center, including processor；Memory, its
In be stored with the executable instruction of the processor；Wherein, the processor is configured to next via the executable instruction is performed
The step of performing the trunk convergence method of described call center.
Person of ordinary skill in the field it is understood that various aspects of the invention can be implemented as system, method or
Program product.Therefore, various aspects of the invention can be implemented as following form, i.e.,：It is complete hardware embodiment, complete
The embodiment combined in terms of full Software Implementation (including firmware, microcode etc.), or hardware and software, can unite here
Referred to as " circuit ", " module " or " platform ".
The electronic equipment 600 according to the embodiment of the invention is described referring to Fig. 8.The electronics that Fig. 8 is shown
Equipment 600 is only an example, should not bring any restrictions to the function and use range of the embodiment of the present invention.
As shown in figure 8, electronic equipment 600 is showed in the form of universal computing device.The component of electronic equipment 600 can wrap
Include but be not limited to：At least one processing unit 610, at least one memory cell 620, (including the storage of connection different platform component
Unit 620 and processing unit 610) bus 630, display unit 640 etc..
Wherein, the memory cell is had program stored therein code, and described program code can be held by the processing unit 610
OK so that the processing unit 610 perform described in the above-mentioned electronic prescription circulation processing method part of this specification according to this
The step of inventing various illustrative embodiments.For example, the step of processing unit 610 can perform as shown in fig. 1.
The memory cell 620 can include the computer-readable recording medium of volatile memory cell form, such as random access memory
Unit (RAM) 6201 and/or cache memory unit 6202, it can further include read-only memory unit (ROM) 6203.
The memory cell 620 can also include program/practical work with one group of (at least one) program module 6205
Tool 6204, such program module 6205 includes but is not limited to：Operating system, one or more application program, other programs
Module and routine data, the realization of network environment may be included in each or certain combination in these examples.
Bus 630 can be to represent the one or more in a few class bus structures, including memory cell bus or storage
Cell controller, peripheral bus, graphics acceleration port, processing unit use any bus structures in a variety of bus structures
Local bus.
Electronic equipment 600 can also be with one or more external equipments 700 (such as keyboard, sensing equipment, bluetooth equipment
Deng) communication, the equipment communication interacted with the electronic equipment 600 can be also enabled a user to one or more, and/or with causing
Any equipment that the electronic equipment 600 can be communicated with one or more of the other computing device (such as router, modulation /demodulation
Device etc.) communication.This communication can be carried out by input/output (I/O) interface 650.Also, electronic equipment 600 can be with
By network adapter 660 and one or more network (such as LAN (LAN), wide area network (WAN) and/or public network,
Such as internet) communication.Network adapter 660 can be communicated by bus 630 with other modules of electronic equipment 600.Should
Understand, although not shown in the drawings, can combine electronic equipment 600 uses other hardware and/or software module, including it is but unlimited
In：Microcode, device driver, redundant processing unit, external disk drive array, RAID system, tape drive and number
According to backup storage platform etc..
The embodiment of the present invention also provides a kind of computer-readable recording medium, and for storage program, described program is performed
The step of trunk convergence method of call center described in Shi Shixian.It is of the invention in some possible embodiments
Various aspects are also implemented as a kind of form of program product, and it includes program code, when described program product is set in terminal
During standby upper operation, described program code is used to make the terminal device perform the above-mentioned electronic prescription circulation processing method of this specification
Described in part according to the step of various illustrative embodiments of the invention.
With reference to shown in figure 9, the program product for being used to realize the above method according to the embodiment of the present invention is described
800, it can use portable compact disc read only memory (CD-ROM) and including program code, and can in terminal device,
Such as run on PC.However, the program product not limited to this of the present invention, in this document, readable storage medium storing program for executing can be with
Be it is any include or the tangible medium of storage program, the program can be commanded execution system, device either device use or
It is in connection.
Described program product can use any combination of one or more computer-readable recording mediums.Computer-readable recording medium can be readable letter
Number medium or readable storage medium storing program for executing.Readable storage medium storing program for executing for example can be but be not limited to electricity, magnetic, optical, electromagnetic, infrared ray or
System, device or the device of semiconductor, or any combination above.The more specifically example of readable storage medium storing program for executing is (non exhaustive
List) include：It is electrical connection, portable disc, hard disk, random access memory (RAM) with one or more wires, read-only
Memory (ROM), erasable programmable read only memory (EPROM or flash memory), optical fiber, portable compact disc read only memory
(CD-ROM), light storage device, magnetic memory device or above-mentioned any appropriate combination.
The computer-readable recording medium can include believing in a base band or as the data that a carrier wave part is propagated
Number, wherein carrying readable program code.The data-signal of this propagation can take various forms, including but not limited to electromagnetism
Signal, optical signal or above-mentioned any appropriate combination.Readable storage medium storing program for executing can also be any beyond readable storage medium storing program for executing
Computer-readable recording medium, the computer-readable recording medium can send, propagate either transmit for being used by instruction execution system, device or device or
Person's program in connection.The program code included on readable storage medium storing program for executing can be transmitted with any appropriate medium, bag
Include but be not limited to wireless, wired, optical cable, RF etc., or above-mentioned any appropriate combination.
Can being combined to write the program operated for performing the present invention with one or more programming languages
Code, described program design language include object oriented program language-Java, C++ etc., include routine
Procedural programming language-such as " C " language or similar programming language.Program code can be fully in user
Perform on computing device, partly perform on a user device, the software kit independent as one performs, is partly calculated in user
Its upper side point is performed or performed completely in remote computing device or server on a remote computing.It is remote being related to
In the situation of journey computing device, remote computing device can pass through the network of any kind, including LAN (LAN) or wide area network
(WAN) user calculating equipment, is connected to, or, it may be connected to external computing device (such as utilize ISP
To pass through Internet connection).
Trunk convergence method, system, equipment and the storage medium of call center provided by the present invention have following
Advantage：
The present invention restrains, each by using " called number+two-stage dialing number " mode to 400 telephone numbers
Enterprise externally can only provide 400 telephone numbers, and each different channel is distinguished by two-stage dialing number, so as to
Trunk is restrained, saves telephone line cost, improves cooperation channel service quality；The two-stage dialing number of user by
Network service or application service channel number set in advance are distinguished, and are manually entered two-stage dialing number without user, are not having
It when getting correct two-stage dialing number, can require that user inputs again, reduce user's operation, improve user's body
Test；Regular configurableization in road of each trunk, provided for operation maintenance personnel and easily manage and safeguard；It is same interactive
Voice answering flow is unified to restrain, and saves development cost.
Above content is to combine specific preferred embodiment further description made for the present invention, it is impossible to is assert
The specific implementation of the present invention is confined to these explanations.For general technical staff of the technical field of the invention,
On the premise of not departing from present inventive concept, some simple deduction or replace can also be made, should all be considered as belonging to the present invention's
Protection domain.
Claims (18)
1. the trunk convergence method of a kind of call center, it is characterised in that comprise the following steps：
The call request information of user is received by network service or application service, the call request information includes called number
Code and channel number；
Searched from default two-stage dialing number and the two-stage dialing number corresponding to the channel number；
According to router corresponding to the call request information and corresponding two-stage dialing numbers match, the router is obtained
Routing iinformation, the routing iinformation include route-type and routing value；
According to the call request of the RI-Pro user of the router, comprise the following steps：
When the route-type is rotor flow type, the call request of user is transferred to interactive corresponding to the routing value
Voice answering flow；
When the route-type is is transferred to mouthful virtual unit network type, the call request of user is transferred to the routing value pair
The ingress virtual device network answered.
2. the trunk convergence method of call center according to claim 1, it is characterised in that described to receive user
Call request information, comprise the following steps：
The call request of user is received, obtains the original number that user asks 400 phone types of connection；
Inquired about to obtain the called number of user's request connection according to the original number.
3. the trunk convergence method of call center according to claim 1, it is characterised in that in network service or answer
With a variety of call request paths are preset in service, each call request path corresponds to a channel number；
The call request information for receiving user, comprises the following steps：
The call request of user is received, obtains the call request path of user；
Channel number corresponding with the call request path is searched from default channel number.
4. the trunk convergence method of call center according to claim 1, it is characterised in that in network service or answer
With multiple hyperlink are preset in service, each hyperlink corresponds to original number of a channel number and one 400 phone types respectively
Code；
The call request information for receiving user, comprises the following steps：
The request of user's clickable hyperlinks is received, obtains channel symbolic identifier and 400 electricity corresponding to the hyperlink being clicked
The original number of call type；
Inquired about to obtain the called number of user's request connection according to the original number.
5. the trunk convergence method of call center according to claim 1, it is characterised in that also include following step
Suddenly：
When not receiving the channel of user, judge whether the number of user's input channel number is less than predetermined threshold value；
If the number that user inputs channel number is less than predetermined threshold value, prompt user to input channel number, and obtain user's input
Channel number.
6. the trunk convergence method of call center according to claim 1, it is characterised in that the call request letter
Ceasing also includes calling number, router corresponding to the matching, including according to default router matched rule priority orders
Router corresponding to matching successively.
7. the trunk convergence method of call center according to claim 6, it is characterised in that when two-stage dialing being present
During number, the priority orders of the router matched rule are：
First according to calling number, called number and two-stage dialing numbers match router；
When in the absence of the router matched with calling number, called number and two-stage dialing number, according to calling number and
Two-stage dialing numbers match router；
When in the absence of the router matched with caller number and two-stage dialing number, according to called number and two-stage dialing number
Match router；
When in the absence of the router matched with caller number and two-stage dialing number, and it is not present and called number and two-stage dialing
During the router that number matches, according to two-stage dialing numbers match router.
8. the trunk convergence method of call center according to claim 6, it is characterised in that when in the absence of secondary group
During number number, the priority orders of the router matched rule are：
Router is matched according to calling number and called number first；
When in the absence of the router matched with calling number and called number, road is matched according to calling number or called number
By device.
9. the trunk convergence method of call center according to claim 1, it is characterised in that according to the router
RI-Pro user call request, also comprise the following steps：
When the route-type is to turn specified services, the service ID number corresponding to the routing value is obtained；
The ingress virtual device network group corresponding to the service ID number is searched, the ingress virtual device network group includes
With multiple ingress virtual device networks corresponding to the service ID number；
According to the default ingress virtual equipment for being transferred to priority and highest priority being selected from the ingress virtual device network group
Network；
If the ingress virtual device network of highest priority is currently available, the call request of user is transferred to highest priority
Ingress virtual device network；
If the ingress virtual device network of highest priority is currently unavailable, by the ingress virtual equipment of the highest priority
Network excludes the ingress virtual device network group, reselects entering for highest priority in the ingress virtual device network group
Mouth virtual unit network.
10. the trunk convergence method of call center according to claim 9, it is characterised in that also include following step
Suddenly：
It is straight by user that each ingress virtual device network in the ingress virtual device network group is counted in preset time range
The number that selecting is selected, the priority of the more ingress virtual device network of number are higher；Or
User's scoring of each ingress virtual device network in the ingress virtual device network group is counted, user's scoring is higher
The priority of ingress virtual device network is higher.
11. the trunk convergence method of call center according to claim 1, it is characterised in that the routing iinformation
Also include route the working time, the route-type and routing value include route the working time route-type and routing value and
It route the route-type and routing value of non-working time；The call request information also includes call request time；
Methods described also comprises the following steps：
If call request time is within the route working time, according to route-type the exhaling user of route working time
Request is made to be transferred to interactive voice answering flow or ingress virtual device network corresponding to the routing value of route working time；
If call request time within the route non-working time, according to the route-type of route non-working time by user
Call request be transferred to route the non-working time routing value corresponding to interactive voice answering flow or ingress virtual facility network
Network.
12. the trunk convergence method of call center according to claim 1, it is characterised in that the route-type
For rotor flow type when, after the call request of user is transferred into interactive voice answering flow corresponding to the routing value,
Also comprise the following steps：
The sub-process two-stage dialing number that user inputs in interactive voice answering flow is received, it is secondary according to the sub-process
Dialed number matches sub-process router, obtains the sub-process routing iinformation of the sub-process router；
Ingress virtual device network corresponding to the call request of user is transferred to according to the sub-process routing iinformation.
13. the trunk convergence method of call center according to claim 1, it is characterised in that the call request
Information also includes straight number；Methods described is also included according to the step of the described straight number call request for handling the user；
Comprised the following steps according to the call request of the described straight number processing user：
Search interactive voice answering flow number corresponding with described straight number in default interactive voice answering flow number；
Interactive voice answering flow corresponding to the call request of user is transferred to according to the interactive voice answering flow number.
14. the trunk convergence method of call center according to claim 13, it is characterised in that according to the route
After the call request of the RI-Pro user of device, perform according to the call request of the described straight number processing user
Step.
15. the trunk convergence method of call center according to claim 1, it is characterised in that according to the route
The call request of the RI-Pro user of device, also comprises the following steps：
When the route-type that the route-type for the router for not matching router, matching is router that is empty or matching is
When turning acquiescence, the call request of user is transferred to default entry virtual unit network or acquiescence interactive voice answering flow.
A kind of 16. trunk collective system of call center, for realizing the calling any one of claim 1 to 15
The trunk convergence method at center, it is characterised in that the system includes：
Call request acquisition module, it is described for receiving the call request information of user by network service or application service
Call request information includes called number and channel number；
Secondary number acquisition module, for being searched from default two-stage dialing number and secondary group corresponding to the channel number
Number number；
Router matching module, for the route according to corresponding to the call request information and corresponding two-stage dialing numbers match
Device, obtains the routing iinformation of the router, and the routing iinformation includes route-type and routing value；
Call request processing module, for the call request of the RI-Pro user according to the router, including：Work as institute
When to state route-type be rotor flow type, the call request of user is transferred to interactive voice answering corresponding to the routing value
Flow；And when the route-type is is transferred to mouthful virtual unit network type, the call request of user is transferred to the road
The ingress virtual device network as corresponding to value.
A kind of 17. trunk convergence equipment of call center, it is characterised in that including：
Processor；
Memory, wherein being stored with the executable instruction of the processor；
Wherein, the processor is configured to come any one of 1 to 15 institute of perform claim requirement via the execution executable instruction
The step of trunk convergence method of the call center stated.
18. a kind of computer-readable recording medium, for storage program, it is characterised in that power is realized when described program is performed
Profit requires the step of trunk convergence method of the call center any one of 1 to 15.
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